Free credit card travel insurance ****?

I purchased airline tickets using my Standard Bank titanium card. I qualify for free basic travel insurance. I am in the Isle of Man with excruciating back spasms. Robin Bryte Assist, Standard Bank, is being very callous and indifferent to my problem. I have been trying to contact them from the morning. A representative did message me on what's app, but has since disappeared. Is this free travel insurance on purchasing flights with a credit card a ****? Does this apply to all banks or is it just STANDARD BANK?