Pointless panic button and payments

I have been a loyal customer to Matrix for over a year and entrusted them with two of my cars. The panic button is said to be an emergency solution to potentially dangerous situations but when my driver used it and he was out of battery in his phone and I could not get hold of him, they responded that they will look for the vehicle but then later charged me recovery costs telling me that if there was no case opened opened at the police station before they dispatched a team then you are liable for the vehicle recovery costs. If you ask what the monthly premiums are for then if you will be paying for recovery costs, they tell you that it is for the services. I am totally disgusted as someone who has put much trust in them.