Bad service

On Wednesday the 5th of March 2025 I got a vehicle breakdown on my way to work. I call the road side assistance for my insurance (PMD) and spoke to a lady called Mpelegeng. I told her that I needed a tow truck service as my car wouldn't start. After doing her authentication of me, she then told me that I needed to pay a certain fee to the tow truck guy for kilometres from where the guy was coming from to where the car was to be towed. She told me that the insurance will only pay for the radius of 60 km from where the service provider was coming from to where I was going. My problem is that, initially the distance covered by the insurance was 90km from the point of pick up to the drop off point, which I explained to her. I told her that I don't even know where the tow truck driver would be coming from and how can I be held liable for the distance where he's coming from. Further more, I told her that where I was stuck was not even more than 50km to where the car was supposed to go.... After agreeing to pay the difference because I was stranded, I then had to wait for more than 2 hours before the tow truck could arrive. When Tue tow truck driver arrived, he also told me that I needed to pay for the toll gate because the insurance does not cover that and he won't be refunded if he used his own money.