Paying insurance and receiving disgusting service

Disgusting service from Standard Bank insurance. They put my life and my mother's life at risk, they placed us in an unworthy vehicle without wipers in a misty area outside Charlestown. More than 4 phonecalls I placed were hung up on and they refused to even speak to me at some point and spoke only with the tow truck driver. My mother and I were stranded at a garage for 3 hours by the tow truck because we refused to be driven in a car without wipers such that the driver was leaning outside the window to see the way, and were told, sure you qualify for accommodation but you have to sort it out at 2am in the morning. The call center was absolutely USELESS. Everybody kept telling us that they are not authorized to make decisions and kept me on the line until they REPEATEDLY hung up on me. My insurance policy includes car rental and they told me I can't get a car until after Easter, so basically I pay for a service I don't even receive when I'm in distress. Even worse, when I demanded the call recordings, suddenly nobody had authority to send them to me. Basically you're paying for trouble when you have an insurance policy.