NETSTAR ignore alerts - should insurance companies ignore NETSTAR

NETSTAR IS COMPLETELY IGNORING THE ALERTS FROM MY CAR. I have called 6 times today (17/8/2020) and each time the consultant cuts me off!!!!! When they receive an alert an SMS is sent. If there is no response to the SMS i.e. you were hijacked, or your car ****** - they just ignore it. This has happened on 3 occasions in the last couple of months. I did not respond as I neither heard the call nor saw the SMS. Even though there was no response from me, Netstar just ignored the alert. I don’t know what I am paying for? They were false alerts – but Netstar did not know that! If my car had been ****** or I was hijacked, Netstar would be responsible. Netstar is supposed to come and look for my car and me. They are promising a service and not delivering the service as per the contract. Should Netstar customers move to a company that will protect them and their cars? I am at my wits end – paying for a service that I am not receiving.