Disappointing EMERGENCY home assist

Emergency Home Assist What a disappointing experience this has been(I am waiting for the particulars of the service provider as I am writing this review).

Firstly, the outsurance app does not allow to request emergency home assist through it as one would a claim, so now I have to phone in, what if I had no airtime or access to airtime. Secondly, after phoning in, I spoke to an agent named Nosi, who took down my details and verified my policy and said an sms with the particulars of the service provider as well as her direct numbers would be sent shortly after our phone call. Nothing such as that happened, I then phoned again and spoke to an Itumelent whom requested my policy number for verification purposes, I told her it would be easier if I gave her my ID then she informed that there was something wrong with their system and that it could only take the policy number and at that point I was quite agitated and told her that this is an emergency how can she expect that I would have such details to hand. Anyways eventually found the policy number, the call cuts she calls me back, verifies me, I inform her about Nosi and I's call then she puts me on hold to speak to Nosi(I held on for a hek of a long time) then she comes back saying Nosi says she sent the sms's which of course she didnt. Then Nosi called me and then it was a back and forth of calls, until the service provider called me and asked how to get to my place, when I repeatedly told him to feed my address into gps he continued to ask me for nearby streets and landmarks until he eventually cut the call. Its going past an hour now, trying to get emergency help from outsurance. Mind you, its 22:09 and locked outside my flat. Disappointed Outsurance.