Bestmed takes ages to answer phone and not helpful when there is an emergency

I have been on the phone trying to get authorization for my dad. And no one answers the phone. We must send an email and don't know when they will respond. I now received an email stating my dads authorization is pending and we will get an answer within 48 hours. My dad has a bad infection and needs to be admitted. Does Bestmed expect my dad to die before they admit him? I have been a member since 2010 and this is how im treated. Disappointed with the service and i need authorization.