POLICY ACTIVE SINCE FEB 2016 BUT TOLD ITS INACTIVE

I took out the insurance in Nov 2015, was told to pay 3mnths prem & policy will be activated. Easter Mon, got stuck with a flat tyre in the middle of n12, with my kids, phoned the insurance, was told the policy its inactive, however they will have to assist me on a cash basis, but only to tow the car back home & should sort out myself & kids.Since I waited for the call until today. I had to phone a friend to assist & reimburse her to the petrol she used to come.we were stuck from 14H15pm until 16:45pm .The next day I phoned the client serv, spoke to Kelebogile(very helpful), but was told they are just sorry to hear that I was told the policy is inactive when it was active, but the insurance cant reimburse me as there is no invoice. Now I have messed my budget, when they have been getting my premiums without fail since I joined them.