One hour on hold NO HELP

I had an emergency yesterday afternoon, obviously called my insurer only to hold for close to an hour while the automated system kept telling me that the case managers are currently busy<br> <br> So what is the point of calling the emergency/trauma line when you have to wait for so long<br> <br> Eventually gave up and called the First For Women number (duh the two are under the same umbrella) didn't even wait 2 minutes my issue was resolved, but what if there was no FFW...what would have happened to me????<br> <br> Its absolutely unacceptable that I pay premium to cover myself and then i time of need all I have is exhausted airtime and listening to some voice telling me that the case managers are busy while I am in the middle of nowhere needing assistance<br> <br>