Tyre insurance disservice

I had a tyre puncture this morning. Made it to work the around 12pm I called Miway to report to them so they can help me since I am covered for tyres with them. I spoke to Kgotso who put me through to a lady whose name I forgot. I explained to her my story & she confirmed Kgotso has also explained. She told me my car needs to be towed to their tyre centre or I can look for my nearest tyre centre then call them back when I knock off. I have a completely flat tyre, I knock off at 15h30pm. I need to fetch my kids from creche before 5pm. I asked if they cannot come fix my tyre from where I am. She seemed too quick to want to dismiss me. Is this how it works when one is trying to claim for a tyre? Now I must make a plan to find transport to fetch my kids from school & find my way home. Why do you not explain all this poor service when selling your insurance products? I have no choice but to leave my car at work then I'll have to go buy a tyre tomorrow & pay someone to change it.