Fedhealth cant help because of my option

I just called now Fedhealth and I spoke to Christina Booysen who was not much of an help - she told me that she cant assist with what I am calling about because of the option i took - she is telling me about digital - not everyone is digital somepeople prefer getting information through consultant - its very disappointing that I was mot even asked the reason for my call - does fedhealth mean that we cannot be assist telephonically with the medical aid we paying monthly ? Last time I got help from fedhealth over the phone with no hustles - Who can really assist with what I need to ask regrading my medical aid