stupid new system

Im very disappointed with this new thing they started in January, where we have to call to get authorization to see a GP... on the 17th January 2020 it took them more than 3hours for a registered nurse to call me so i could get a reference number..

on the 18th January 2020, my 3 month old baby has a bad cold (coughing and a blocked nose, which is making it hard for her to breath while drinking her milk).. i requested a reference number at 10:23 and at time of typing this complaint (12:00) still no reference number.

I really this is stupid new system of theirs will make them lose customers. At this currently moment we (my husband and I) are considering canceling our policy.

Their turnaround time as said by the consultant is 30-45 minutes.