My car broke down in the middle of the road and it took 3 hours for them to send assistance

My car broke down in the middle of the road and it took 3 hours for them to send assistance. I was there alone with kids, thank God for the people who stopped assisted me and some waited the 3 hours with me. If I try to call the insurance back I have to go through their call centre and the call will be picked up by a different person.