I'm Lucy, and I'd be happy to answer your questions today. I'm sorry to hear that this happened.
As a first step, go back and look at a copy of your policy issued before the breakdown occurred. Based on everything else that happened, I'm not sure I trust the insurance company's word that you didn't have towing. And compare your old declarations page with a new one, because someone needs to be able to explain what happened to the price. Insurance policies don't just jump $200 unless they've changed your coverage.
Legally, to get money from someone, you have to be able to establish that they wronged you AND that their wrong is the proximate cause of your injury. Here, the proximate cause of your injury was the original breakdown. You would've wound up paying for a tow truck to help with that even if they'd told you immediately that you didn't have towing. The only way you'd be able to get the insurance company to pay for your motel bill and taxi is if you can establish that you stayed on site, waiting, only because they promised to send a truck and that you wouldn't have needed to get a hotel room if they'd told you that your policy didn't include towing. I can't tell based on what you've said if that's the case. But if you relied on their promises in incurring additional expenses, they have to compensate you.
If they can't explain the $200 to your satisfaction, and if it's not for towing or other services you want, you may want to look into whether your policy allows cancellation so you can go with another insurance company. If you'd prefer to stay with them, try calling to speak with a supervisor. You can also try sending a letter, via certified mail, to their legal department, laying out exactly what you told me, and demanding that they return your policy premium to what it was before, plus the cost of towing, to avoid getting sued for the $200 on top of everything else. They're not acting in good faith here, and an insurance company can be sued for not carrying out the policy in good faith. If you prefer, a local attorney could draft a letter for you.
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