Poor service from Momentum short Term Insurance

I have short term insurance at Momentum. My motorbike recently broke down. I checked on my policy document and it stated that I was covered for a tow in. On 5 February 2019 I phoned the call centre number to enquire how the tow-in service worked. I was advised that they had high call volumes and that I could leave a message. I decided to hold on. After my airtime almost ran out, I left a message. I mailed them the next day and advised that I did leave a message. I also told my story on the email. The email address I used was ********** On 7 February, I mailed them again, asking for feedback. No response. On 8 February, I mailed them again and asked for feedback. Once again, there was no response. I checked my spam folder on my email, but I have not received any correspondence. I have since paid a private tow-in service to take my bike to the dealership. I am a little bit worried what will happen if I have an accident and really require their service. I have been with them for a couple of years and has not claimed once. I have decided to look for alternative insurance.