Unsatisfactory follow up service

We had lost our keys to our vehicle on 5/06/15, upon reporting the incident we were helped with a lock smith being called out immediately at 1 am. He had given a 30-45min arrival time and was there before the time give, did his job and left. I had also requested a towing service as the keys were lost, well the tow truck took 1hr45min to arrive at the scene. I had reportedly called the call centre and the driver said he will be there between 2.10-2.15 after me calling Miway at 12.55 am. the tow driver only arrived at 2.45 after me making numerous calls. surely the call out service should have a call out time of max 45min? I find this unacceptable as we \could have been at other risks"during the time of lock smith leaving to the arrival of the tow truck. I have had my policy for numerous years and this was the first time I used it. to date I haven't had a follow up to find out if we dead or alive. after waiting for such a long time the tow truck could not even park our vehicle in our yard as it was too big. Miway has no clue of anything as they never bothered to call"