For my experience, when possible it's better to use the more direct number – that extra layer of redirection takes only a minute or two, but in an emergency that can be a lot.
How can a redirection take minutes?! And do you at least get some relaxing elevator music for you to remain calm while watching your house burn down?
Nah, I don't mean just the "please hold the line." But most of all redirection means that you need to explain the situation to two different operators before the response is sent.