Rodel is not loyal

I was involved in a car accident 1st Jan 2018.I called Rodel so that they can come and Tow my car. All they told me was that they can't find me on the system am I sure if I am insured with them. I then asked the consultant if is it not going to be a problem if I get a private Tow and Rodel will pay once they are ryt with their system she just told me I am holding time for other clients who needs help. I had to get a private tow and my car was taken. When I then initiated my claim I informed them that they have to pay for that tow. They told me they wont pay I was suppose to call them to tow the car. Which I did. Lucky my phone has an app that records calls. When they had that call Recording they then promised to pay. What if iddnt have the app. What if it was someone else who ddnt have the app? These people are *********