I had to pay the tow truck myself

I had a suspension component mechanical failure on my car on the 7th January 2023 and my car needed to be towed away from the highway. I immediately called Old Mutual insurance as I had taken out the policy on the 1st January 2023 and they sent me an email confirming my new policy. The first lady I spoke to and unfortunately because I was on a busy highway i didnt have a pen to take down the ladys name. She said i dont have a policy there but the system could be offline and i must just get a tow truck to remove the vehicle and i will be refunded on the monday when their systems were up and running. I arranged for the tow truck and called back a bit later and spoke to Abrina Mkhabena at 16.26 and she also said I dont have a policy with Old Mutual. I thereafter in the course of the week logged a complaint with Rhoda (she said she was the manager) and once again gave her the number POLICY *** and told her what happened. She said she will investigate and give me a letter for the ombudsman. I am still waiting for the letter so that i can take this further. I am a 20 year old student and I trusted Old Mutual to be transparent with me and treat me with care. My trust is lost with this company because up till now I still havent received a letter so that i can take this matter further. By the way Rhoda confirmed the policy is valid, but as a student I had to use my varsity money to pay for the tow truck but as far as Old mutual is concerned its just not their problem