Emergency Service number disabled

I had an emergency with a family member that had difficulty breathing. I called the Discovery Emergency number, ***on several times to get assistance but never got through on any of their options. I had to eventually call the ambulance service directly. If we are paying for a medical aid that cannot attend to their emergency calls, then it is pointless even having them as a service provider. Very disappointed with Discovery Health as there is no back-up service or alternate emergency numbers in the event of a technical failure!