Poor service

I'm currently at the hospital,my husband was turned away yesterday being a Sunday, because the hospital couldn't get through to the call center as they only work Mon-Fri,he was supposed to be admitted and we were advised to come back today,I'm sitting here at the hospital with a sick husband and Dischem is rejecting the claim because apparently if he could go home its no longer an emergency,that time he has kidney stones and infection and in pain, it was not our choice to go back home. My question is the people who are authoring,are they not supposed to take the dr's word? are they so qualified to tell over the phone that its a medical emergency