Appalling service and do not cover insurance for what they say they do

Yesterday my car key broke off in the door when I tried to open it. I called in and the lady didn't even ask me for any of my details - she didn't ask me for my name, or my telephone number, or my policy number, or my ID number or anything else. I was then told that the locksmith cover I am not covered for because the keys are not locked inside the vehicle. I was then told that they also couldn't tow my car because the handbrake was up. When I then asked her why she hadn't asked me for my details she then asked if I would like to rather speak to someone else. The gentleman again did not ask me for any of my details and told me the same thing. There is no point in paying for insurance that doesn't cover you when you need them most or for what you have taken insurance out for in the first place. I then phoned in again and spoke to a lady who at least did the first part right and asked me if I was safe and then asked me for my details. She informed me that I would have to make 2 claims - one for a locksmith to open the door to put the handbrake down and a second one to then tow my vehicle to the nearest dealer if that was nearer than my home. As my car was perfectly fine and the key was the only issue the point of taking it to a dealer was obsolete and not needed. I will not be recommending Momentum to anyone that is for sure!