Flexicare - No assistance/poor customer experience/poor service

I had the worst experience with the Discovery Flexi care plan. My husband broke out with severe allergies and his entire face and throat swelled up which caused his breathing to be affected. We rushed to a life hospital covered by flexicare but after 2 hours of trying to get through to someone we were told it's not authorized because the codes rhe hospital was giving is incorrect and only says allergies. They Cleary state on the document that this covers severe allergies which could cause death. What could be more deadly than a person that passed out due to the allergic reaction of something. I was then told to get another code from the doctor and call back, but they close at 8 so if I call after 8 then would not have been helped as well. From 19H00 hours they will inform you that the systems are down. How is this for medical emergencies. The worst customer service and experience ever and especially for a plan that states it covered trauma and emergencies in the casualty unit. Absolutely disappointing, it's a waste of money and people are treated as if their lives don't matter.