Bad service ever

I am so disappointed, I lost my car keys when I was in a holiday in Durban and am from Bloemfontein, I called the insurance to come and tow the car from the beach to my hotel, I called twice the 1st lady said they can't tow the car if it doesn't have the key cz thy must put it on 1st gear which didn't make sense, I called again the second lady said thy can assist with towing only if the key is locked inside the car but because the key is lost they can't help. I ended up paying R1750 for the towing, I was stuck at night in a place I don't even know my phone even got flat and my insurance couldn't help me.