Medical cover with a catch

Needed to go to the doctor and was on the phone for 40 minutes to get auth, but ended giving up. Phoned again later and again on the phone for 15 minutes and again gave up. Went to the doctor and tried again the next morning to phone, and the phones was engaged for long and again gave up. Now I have to pay for my dr visit. So is this the way Dischem Health get their clients to pay for the visits? I spend so much money trying to get hold of someone to get auth. This is really pathetic customer service.