Useless Emergency number

The emergency number is completely useless. Called last night to request an ambulance and the lady just told me that she is unsure if the medical aid will pay or not and she gave me stories. The member couldn't walk. So basically instead of organising an ambulance for us as she was supposed to, she was absolutely useless and asked me 20 million questions as if I am an ER doctor. Unfortunately I cannot remember her name as I was very stressed and frantic at the time.