Alexander Forbes - unreachable in emergency, no admission of fault, no apology

I have been with Alexander Forbes for over a year. I've never had to call for assistance until I locked my keys in my boot. I struggled multiple times for close to an hour to get through to AF emergency services for assistance without anyone answering the phone. My battery was getting low and had to get a taxi to take me home and back to my car. I had to get my landlord to open my flat so I could get my spare key. I sent AF a kind but firm email about what happened and the way forward as I now lost my trust and peace of mind to be able to call on my them for help. I was called by Mary van der Westhuizen to advise that Blake Willmore will give me a call. He has never called me. Mary emailed me later to ask for my bank details to refund me for the taxi. There was no admission, and no apology by phone or email. I felt proud to have the AF sticker in my window and not some other insurance company. I believed AF was different from the rest. Very disappointed and not sure what to do next.