Momentum refused to help me on the side of the road to open my car

I forgot my car's head lights on, as a result my battery died. I use my remote to open my car and because the battery was flat, I could not open my car with the remote, as I always do. I tried opening the door with my keys but it could not open. I called Momentum for roadside assistance and they told me they can only help and cover the locksmith costs to open the car if I locked my keys in the car, not if my car keys are in my hand, even though the reason I could not open my car was because the battery was flat and thus my remote did not work. They told me to cover the locksmith costs. I was stuck with my minor child and my insurance refused to help unless I agreed to cover the locksmith costs. In a country like SA where the crime rate is so high, it's disheartening knowing that I could not rely on my insurance for help at a time I needed it the most. I asked for this to be escalated to a senior person and they said they would. It is more than an hour later and I'm still waiting for the senior consultant to call me.