Disgusting customer service

Terrible medical insurance contacted them for pre authorization as I need to get a urgent procedure done and they needed to pay the hospital upfront once the hospital receives the prrof of payment only then will they do the procedure spoke to Denzel govender over a recorded line he told within one to two hours it will be one this was at 12.30 and my procedure was scheduled for 4pm I have to make several calls to them they kept promising it will be done at 4.30 called again another agent thuli told me the same thing and said within 15 mind it will be sent the hospital sent me home and the procedure could not be done due to affinity health imcompentecy what if it was a life and death situation at 6.30 I called them back again asked for a manager there was no manager theu gave me a team leader Lebohang mushuba she says that they is not turn around time for payment it's due to network further more she was rude and bad mouths the hospital no customer service for a team leader.