Not covering road side assistance

On Friday 6th of March my motorcycle broke down next to the highway. I phoned Integrisure to assist in Road Side Assistance. When I took out the insurance on my motorcycle at Integrisure, I specifically asked for Road Side Assistance for my motorcycle, and I still have the mail containing the signed document indicating that I have up to R1000 cover for Road Side Assistance. However, I was told that I do not have cover for Road Side Assistance, and that I would have to pay the tow truck services out of my own pocket (R1250). It also took 3 and a half hours for the tow truck to arrive. I made several calls asking for updates during this time, only for the call to be answered, but no one responding on their side. I only heard sounds of laughter and people chatting in the background. When I finally got hold of the operator, she said that she would phone the tow truck for an update and get back to me, which never happened. I am very disappointed in the service!