Awaiting hospital authorization for 5 days and counting

I have been on Discovery and Liberty Medical Aids prior to this and have never experienced such poor service. My wife hasn't been well and requires surgery. We have submitted the hospital authorization request 5 days ago and we are still awaiting feedback. After numerous calls to the call center and holding on for many minutes on the phone, I was asked to submit a motivation letter from the doctor, 4 days later. The letter was submitted almost immediately and we were promised feedback by COB yesterday. Still no feedback. We probably have to spend another few days on the phone again, requesting feedback? Unacceptable. I made bad choice in Medical Aid. Beware of Bonitas. These people don't care?