Request for Physical membership card

I joined the medical scheme March 2024 and I have been requesting the physical membership card until today I have not received it. I have made calls trying to explain to them that one of the reasons I joined medical scheme was that in case of emergency atleast someone will have access to my wallet were I keep my cards but they are telling me to download an App and should I be in an unconscious situation no one will have access to open my phone.