Tracker connect and assist is a no assist joke

Tracker and tracking devices overall in South Africa must be the biggest **** between insurance companies and the tracking companies. So my situation is the following: We have several vehicles with Tracker. If one of them sends a alert to tracker, they call you. You answer the phone and immediately you get put on hold, today I held on for 5 minutes then put the phone down. So they phone you again and the second time I am put on hold again. So I put the phone down and get a sms that they tried to call me to no avail and if I have an emergency to call their call centre. What a joke. So if I was for instance actually hijacked and being held at gunpoint or my phone was taken from me, how do I phone or how would I take a call ? What is the point of this !! Who in their right minds thinks up a process like this, call customers, put them on hold. This must be a loophole they are going to use with the Insurance when your vehicle is really hijacked or ****** that they tried to contact you but you didnt answer.