27 minutes to answer an emergency roadside assistance call

Last night (approx. 21h16) I called the Discovery Insure (DI) Roadside Assistance help line and had to wait 27 minutes for a consultant to answer my call. His only response for the delay was that they were understaffed and he cant help it. 27 minutes! Luckily my fiancé wasn’t stuck on the highway or in a secluded area. I shudder to think what might have happened if he was. It is utterly unacceptable to have to wait 27 MINUTES for an EMERGENCY ROADSIDE ASSISTANCE RESPONSE. Clearly, DI do not value the lives and safety of their members and I am disgusted at this inferior service. This incident has made me rethink my own car insurance coverage with DI since I now know that they wont be there in my time of need. Utterly disgusted and sincerely worried with my coverage and safety. I demand an apology from DI and confirmation that DI will escalate this to top management. Surely a 27 minutes response time falls well outside of their EMERGENCY CUSTOMER SERVICE PARAMETERS?!?! I have call history records and screenshots of the length of the call (airtime for which DI should fully reimburse) as well as a recording of the call.