Insurance not not take out.

I took out breakdown assist with my policy. Now that I need to use it, they informed me it is not on my policy. After a week they saw, or find out it is on my policy. I need to tow the vehicle to Heidelberg and they assured me I can go ahead and organize it. Only to find out today I must actually use their people. So this is now 2 weeks later with 7 different stories. I await a call to find out how it the way forward.