Bad service from Manene

Last night on 03/12/2022 I called your emergency line at 22:15 I spoke to a lady by the name of Manene I think that's what her name was reporting an emergency that my parents ate having with the car, she didn't take my details to check my policy I explained the she asked for my mom's number to giver her of which she never did, until at 22:53 where I had to call again and received great service from Kim, what's the use of the emergency line if our queries are not taken as an emergency