Miway leave baby, pregnant wife and father stranded

We bought a car sometime near the beginning of December, added it to insurance, got the check done at PG glass and should be fully protected after evaluation confirmation etc. Should be fully protected so we decide to go away with the new car. 37km’s on the open road away from our house the gearbox or something with the automatic transmission malfunctions and we are stranded on the side of the road at 9am in December 28th. We think, no problem we will get insurance to tow us home. They brag heavily of their cover as do all insurances. I’m looking at the time now and it is 11:23am, more then 2 hours later and only now MiWay has after us spending most of our call minutes trying to get some action out of them, sent confirmation of a tow truck being sent to us. My 2 year old daughter and 6 months pregnant wife can’t actually afford to stay with miway after this experience. If you are a single male, then sure you can make a plan and use miway, but everyone else should stay away