Terrible first encounter

I can't even review the service in a case of emergency - only the ridiculous process of me being added to my wife's plan. It took 2-3 months with a lot of silence and being ignored by the people working on it. One day they just started taking money from the account, no paperwork sent through, no email, no call, nothing. One day you need to visit a doctor and wonder: What is my insurance number? You call 3 numbers - all of which end up asking you for the number you don't have. Lord have mercy. Found a real person eventually: Not able to help, systems are down, and can't call you back so please try checking. I wonder what on earth I got myself into, what happens when I have an emergency??