Worst service ever!

This is by far the worst customer service I have ever received. I have never had car insurance before and I was unlucky to pick the worst. I logged a claim with King price for my car as it stopped in Braamfontein when the roads were flooded due to heavy rains on my way to work on the 8th of February. I then called King price and Nkateko assisted me and the tow was approved from Braamfontein to BMW Sandton. BMW quote amount was R 5,699.30. King price declined my claim as they said my basic access is R 21,790.00 and it is less that what BMW charged. With a heavy heart I agreed that I will pay BMW the claim amount from my own pocket. BMW then called and advised that I have to pay for the tow and the job done and that I need to pay R12747.62 as King price cancelled the claim and are not paying for the tow. The least that King price could do is commit to paying for the tow. This means I have to pay R7,048.32 over and above what BMW quoted. I have been paying King price R1500.00 premium a month and they cannot even cover for a simple tow. I called them and complained and was advised that my query will be escalated and will get feedback and I did not get any. I called them again today and Katlego advised that I shouldn’t be paying for the tow as King price approved the tow and someone will call me back. A guy whose name escapes me called me back and advised that he is transferring me to the relevant department and was place on hold for about half an hour until they hung up on me. King price does not do business in good faith and I am concerned that should I continue with them and I'm with my family and in desperate need of assistance God forbid, I will not get assistance that an insurer should provide and I am paying for. They would rather lose a loyal paying customer for long term than assist and do what is right for a moment.