Naked insurance

I called in for road side assistance at 3.10 they sent me a case number 1hour later no one called me not even a msg saying that they have despatched a tow truck. I had to call in again spoke to a gentleman he advised that they are extremely busy really naked insurance and will get a despatch team now why do I have to call to follow up if I haven't called I would be waiting on the side of the road the whole night.what if it was my wife on the side of the road really guys things like road side assistance you need to prioritize we live in south africa and not tell a client that you are extremely busy.