Dis-Chem Health Insurance

My husband has a health insurance policy - he fractured his hand so received authorisation to go to a certain hospital on a Saturday. He went to casualty and the doctor attending to him did x-rays and tried calling the orthopedic surgeon. Surgeon was not available so they asked hubby to go see the surgeon on Monday. Come Monday, we arrive at the specialist office, only to be told we require authorization. So we call Dis-Chem Health and the call centre agent says we must visit a GP on their panel to get a referral to the specialist. After a lot of back and forth, they eventually approve the specialist visit. Stemming from this visit, the specialist recommended surgery which was initially approved. We made arrangements for the surgery to be done the next day and 3 hours later, towards the end of the day, we were informed the request was then declined. Since then I have been trying to contact them and the only way to liaise with their escalations department is via email. I sent an email yesterday afternoon and still await their response. I contacted the call centre this morning and after speaking to them for 30 minutes, I was told their supervisor, Thabiso and people from the escalations department will call me back immediately. An hour later, still no call. I did call them back and no-one can help me nor can they give me a contact person to call directly. Thabiso is still not available. My question is, what happens if this was a serious emergency? Do we die waiting for help? In the meantime, hubby is sitting with a serious fracture, waiting on the people in the escalations department to respond to my email. So every minute they delay, the full use of his hand is being compromised! Utterly inhumane service - will never recommend this insurance to anyone.