Condescending attitude devoid of empathy

On a better day, I can brush off poor customer service, but I’m left broken-hearted when I’m in excessive pain needing my medical aid that I diligently pay each month to come through for me and I am treated in a appalling manner. I called for authorization for a procedure i am in need for and got through to a Leanna Kleinhans. The attitude started when she answered the call in Afrikaans and I promptly spoke in English. Even before giving her the codes she immediately said that it won’t be approved. When she came back on the line her condescending attitude continued in “I will not approve...I will only approve”. Please explain to me how a medical aid doesn’t pay for a better none invasive surgery but would have a Leanna devoid of empathy tell a client that SHE will not approve a procedure even before getting a code? I am in pain. I’m in tears writing this.