The Good, The Bad and The Ugly

After going to hospital, completing all the relevant documentation I was advised to speak to my scheme for authorization as it was a clinical admission and not a hospital admission. The consultant at the hospital dialed the number and handed me the phone to request authorization for the procedure. I spoke to initially to a Suellen Julius(BAD) who not only wasted the bulk of over an hour that I had to wait for this but unnecessarily transferred me to the underwriters despite me being a member of the scheme since August last year without any waiting period. As opposed to checking my records, she asked me questions relating to my membership details of which was present on her system. One would think that I called the wrong scheme. Despite all this she didn't even get the authorization but hung-up. Thereafter I spoke to Andrea(NO SURNAME)(UGLY) who did NOT want to give me her surname as she was not comfortable providing me with it, yet she was comfortable having ALL of my personal details at her disposal. After requesting to speak to her manager, she blindly transferred me back to the switchboard options. How do people like this even get any job, let alone ones where people's health are impacted??? Then lastly I spoke to a Demi Weiez(GOOD) who got the authorization. She had to physically see Suellen(BAD) to request her to exit my profile as she was locked in it and as a result we could not proceed any further. Thereafter she physically went to the underwriters to get them to authorize the procedure as the information that she requested was all available on the system but because of Suellen(BAD) this entire process was stalled. Something that would have easily taken a few minutes took over and hour with 3 phone calls!!! Due to this my wife's procedure had to be postponed and the surgeon attended to another patient. A message to Bonitas, when hiring staff - Don't just look for a pulse, make sure that the applicant has a brain and a working one at that. People like Suellen and Andrea don't belong in a service industry especially in healthcare and that too, authorizations where peoples lives are dependent on it!