Insurance like it SHOULDNT be!

On Thursday afternoon, my car broke down on the N1 North in Midrand. I called Virgin Insurance to request a breakdown tow to PTA. I was informed that the ETA for the driver was 90 minutes and that the tow would cost me R230.00. I waited almost 2.5 hours on the side of the road waiting to be assisted. I called the call center a few times trying to find out how far the driver was and I was decieved and told that the driver was in Midrand, then told that the driver was in PTA. Ultimately, it seemed like the driver simply wasnt coming to me. The driver finally arrived, I didnt get an apology from the driver or from Virgin Insurance. When we reached the towing destination, the driver then tells me I have to pay R430.00. I was not quoted this amount initially. When I contacted the call center, I spoke to the team leader Lucia who said would listen to the phone records and see what could have happened. She listened to the records and gets back to me to say that the recording where Suraya provides me with the quote for the tow truck \very conveniently"couldnt be found. I was forced to pay the R430 and although I had asked Lucia to follow up on this matter"