Maybe the call centre is office hours only? Another thing to note, is you can buy hospital cover and extras cover from different insurers if you find this is a better deal. No obligation to have it at the same place. Another thing to note is for extras, for a lot of people it’s not good value. Eg if you don’t wear glasses, don’t have hearing aids, no orthodontic work needed, the only thing left is dental. Emergency dental can cost heaps, but often the policies can be limited in what they cover and how much you would get back, so you may be better off just ensuring you have the money put away rather than paying for the insurance. Check the details against what you think your dental expenses would be.