Poor pathetic client services

My car was in an accident 1 week ago, I skipped 1 month's premium, been with this insurance for a year. The tow truck came out to tow the car, they expect me to pay R3800 cash for the towing of the car and declined my claim. This insurance are not willing to accept the 1 month's premium that I skipped but I have been paying for 1 year!!!!!! What happened to the other premiums I already paid. I have never came across such nonsense and poor service, I changed for a lower instalment but the service are also downgraded.