Bad service and lack of business knowledge

I had a very bad experience in the morning while i was trying to get authorization for my visit to the optometrist. I was on the call since 8am without anyone answering. When they finally answered still i didn't get any help. I was told that discovery was outsourcing that part of business. How was that my problem? I was given another number for me to call because they where not getting hold of that company who is outsourcing for them. If they can't get hold of them how am i going to get hold of them? I took the number.... Then the advisor dropped the call in my ear while i was still talking.... They never called back.... I had to call again and go through the same procedure to wait and wait. Until i dicided to cancel my call without being assisted.... This is unacceptable. The service from them is bad very bad. Ur advisors need more training on how to treat consumers... And i will be changing my medical aid with them. I cant be referred to a company i dont know that don't even pick up calls when we call when i need authorization. I have an agreement with discovery not tht company.