I have an insurance with dis-chem health yesterday I called them asking for assistance for my grand mother I waited 3hrs for an ambulance which never came I had to make other arrangements

I have an insurance with dis-chem health yesterday I called them asking for assistance for my grand mother I waited 3hrs for an ambulance which never came I had to make other arrangements. When I ask for hospital authorisation they telling me the sickness that my grandmother has is not covered. I’m not a doctor number one so I don’t really know what she’s suffering from the information I gave them is the symptoms I see and what she tells me.then they tell me they don’t cover her from what I say. That’s ******* honestly when they take my money every month is fine but when I need to use their services this is what they give their customers, ****ty insurance useless at its best