Life threatening situation.Show some compassion

My husband and I have been paying 1300 on our monthly premiums, he has just been in a very bad accident about an hour ago then the consultant informs that we are only covered for theft.Living in a very secure security complex, why would we pay 1300 for theft only.They are refusing to even tow the car until after 24 hours to get the tape on their conversation. ..it is that particular consultants fault and not who is on duty now. .Really shocked and hurt by the lack of compassion and assistance.