Roadside assist - Puts customer at risk

My car broke down on the side of the road. Called road side assistance and got through to an agent 20minutes after first calling. At 8 they told me a tow truck will arrive in the next hour. It is now 10am and I am still waiting. They do not call to check if you are still okay. I am a female driver stuck in the side of the road all by myself. This is South Africa. Shocked that this is the standard of insurance and service one can expect from a Bank I have multiple products with. Requiring begins today. This tardiness is dangerous to say the least!!!