Switching insurance soon

I have been with Miway insurance for over 18 months and have two cars insured with them. I made an enquiry in the week to find out if they can tow my broken down car from my house to the mechanic and they said they could and I should request it on the Saturday as required. I did so on Saturday and was told a service provider will contact me soon, that was at 12 noon. And at 18:00 I got a call from them asking if did I get assistance, which I never got. Had to get one for myself and pay from my own pocket.