Terrible Roadside Assistance and Towing Policy

I have been a loyal client of your insurance company for the past six years. However, I was deeply disappointed by the assistance I received during my visit to Durban in May.

When I contacted roadside assistance, I was informed that my policy only covers towing to the nearest place of safety, which could either be a police station or a petrol station. The issue is that I was already at a petrol station at the time, yet I was advised that the vehicle could only be towed to a police station approximately 7km away.

This was particularly concerning because I was in Westville and needed to get to Ballito, about 50km away. The incident occurred at night, and the safety and well-being of my family were not adequately considered. As a result, I had to contact BMW and pay a call-out fee for assistance—an expense I could have avoided had appropriate support been provided under my cover.

I believe the current towing policy does not sufficiently prioritize client safety, especially in vulnerable situations.