Bad service

I've had car and home insurance with Alexander Forbes for a while now. My premiums are always paid on time. Today, 3 Feb 2018, I, unfortunately, locked myself out of my house. called emergency assist as it is a benefit of my platinum women account. I qualify to have a locksmith sent and call out fee + 1 hour of labour paid. the consultant takes my details and home address then promises to call me back to let me know when I can expect the locksmith to come. thereafter, he calls and says to me he can only assist me on a cash basis. I asked why to which he rep**** that happens when there are outstanding premiums...my premium is debited monthly without fail, including the February premium which went out on 1 Feb...so why should I pay cash and claim back...i'm going to cancel this bull**** insurance