failed me in a time of need......

Prime Meridian first refused to tow my car after i was involved in an accident, i was told that i had a cover for mechanical breakdown and not accidental cover. 4 Days later they came back and told me that a mistake was made on their side and that they initially had to tow my car after the accident. i was then told that i would be reimbursed of my towing costs IF THE CLAIM IS APPROVED. Two months later, the claim was then approved. it's been two weeks since they paid out the Claim but my towing cost still remains unpaid, and again now I'm being told of how the payment needs to be approved from one department to the other. My question is one, why wasn't the towing cost paid together with the claim? I have provided them with a receipt from the towing company and i was also required to provide my bank statement to show transactions proving that i withdrew that specific amount on the day of the accident. I trusted them as my insurer but they first failed me by refusing to tow the car after the accident and they literally made me re- live that terrific day over and over again. I have lost faith in this company as THEY NEVER KEPT TO THEIR PROMISES. WHEN AM I GOING TO GET MY MONEY?