Denied after hours roadside assistance help on motor insurance comprehensive cover

I called for assistance after pulling over at 01:30 in the morning cause of heavy winds and rain in Cape Town. I needed help getting home I was too scared to continue. I drive a s****** and just took out cover. I spoke to the emergency call centre and was told that sorry, we cant help you, you are not covered for that kind of thing, you didn't opt in for that. I have comprehensive motor vehicle cover. Was I ever offered that? They say 24/7 roadside assistance on motor insurance, on all policies. I phoned 4 times, and eventually was begging them for a number of someone who could come fetch me and take me home, even if it was to my own account. I am a single lady, and it was late at night, I was then had to leave my vehicle stranded that night and send someone back to fetch it for me the next day myself. I got a lift home with a random stranger.

When you're googling the words "road side assistance" and other insurance companies names come up that are not mine, its a cold feeling being left alone in the rain, literally.

I was then considering taking out another policy like through the AA, but I shouldn't have to when they advertise the roadside assistance and the drive me home service.

I phoned in enough time for them to ask the operator to come to my aid, and help a lady. I didn't get a follow up. I would like to know why bother telling customers they will be helped 24/7 when actually thats not true.

I am alos not winning after two days of lodging this complaint, and today a call centre agent handled my complain escalation and told me if I want my money back for the policy, then I wont be covered and threatened me. I work in customer care, and I don't need someone challenging me, after I'm in tears explaining for the third time my story this morning.

I want to give praise to a lady on their website chat - her name is Portia, she offered me the phone number for momentum assistance promptly and was very glad to hear that i got home safely.