Poor service from call centre agent hospital authorisation

I went to stellenbosch mediclinic today as i had pain in my chest Was served by very friendly staff. The lady informed me that they do not deal with Essential med insurance. When i joined essential med insurance i was told i can go to any hospital when i get sick at home. Well i called essential med on there call centre number and spoke to hospital authorisation call centre agent. 1st of all the agemt was nof very helpful when i yried to explain my situation. He shouted at me and he did not listen go me when i try to asl him what i can do to get help. He was argueing instead of helping me i ran out of airtime because all i needed was to be helped nit shouted at on my cell phone account. People so please be careful with this medical insurance plans..it cant help you when you need it the most