If you a virseker client you may not tow you vehicle privately

I towed a client of virseker due to having a life treating event and being of kind hartness assisted. On entering a corner the client vehicle brakes failed and rammed my vehicle incidentally. All measures as per K53 with know towing procedure was follow. When submitting a third party claim virseker denied paying the claim saying the towing was a risk on the client's behalf. Even when the client phoned virseker he was told he will not be able to claim should a car be towed in private. This is just unreasonable due to expecting your life to be of lesser importance than to remove a vehicle and your family from a dangerous situation. Guess if you a client of virseker you may not be towed privately even though you adhere to all road rules and K53. Simply mind boggling to the extend this company will reason not to pay claims.