Complaint about Discovery

My husband was approached by one of Discovery call centre agent to take up medical aid.. We were very happy with our previous Medical aid Scheme Medshield.. We were advised of all the Terms and conditions regarding Discovery Health and decided to take it up o 1Nov 2017.. My husband needs immediate surgery that was authorised by our GP.(something out of our control). we had to complete forms a PMA FORM,sent it to discovery and yet by repeated calls we had to make, no one can assist in authorising that he may undergo the surgery.. If this is the way Discovery operates.. we are definetly changing our medical aid . This is the first time my husband requires surgery but yet we have to wait for 16hours before Discovery can make a decision on whether his surgery is urgent or not.. We are talking about my husbands health here, it seems to me he needs to be on a death bed before we can get assistence.. This is unacceptable and we will most definetly change our medical aid to a more affective scheme.