I have used it twice in the last 2 years. Both times I didn't have any issue other than the app not working on my phone. I had to call the phone number and talk to someone, they eventually found my policy number and sent a tow truck. If the app would have worked, it is supposed to have all of your info loaded already and make it easy to dispatch. I would call them today to find out why they couldn't find your info when you really needed their help, I would also ask if they would have reimbursed you for the tow.
I also use AAA, and if you need to use them and are not in a safe breakdown area, they will bump you up the priority list to get you. Definitely helped me out when my daughter was broken down on a highway overpass with a small shoulder, AAA had a 2 plus hour wait time but sent a driver right away.