I was not impressed that I had to pay towing service from out of my pocket despite having just paid monthly premium to insurer

I was not impressed that I had to pay towing service from out of my pocket despite having just paid monthly premium to insurer. Was not impressed that they charged me R14. 00 per km for the towing. How does insurer justify this charge per km? The justifications for this ridiculous non-service were so paper thin that I am not impressed at all