Disappointing Outsurance service

I am covered by Outsurance for years now. I have taken about six policies with Outsurance which include two properties and four cars. Two months ago my red Chevrolet bakkie broke down in the Secunda area. My home is at Barberton which is a distance of about two hundred kilometres. I called Outsurance to tow the car back to my home. This car has two tow trips per year which has not been used for the current year run. Outsurance declined to tow the car indicating that it would be more than the limit of R5000 per year. The agent further told me that their service provider could assist privately however he would charge R10 000. The car has since been stuck in that town since I do not have funds to tow the car since my money in the amount of R4 500 goes to Outsurance for the combined cover of all the assets. I really do feel that Outsurance should be considerate in the circumstances. After all the tower negotiates with them and therefore depends on their support for reliable steady business. Discretionary consideration could be exercised taking into account my consistent and loyal support over the years as a customer. I wrote this way to Outsurance on 11 August 2024 and to date I have not had a decency of a reply save the auto acknowledgment reply. I am really disappointed since I always believe that Outsurance offers the best customer service and experience.