deliberate dysfunctional system?

Discovery Health has knowingly created a system where they transfer you, and, if the other section does not answer, no one can pick-up your phone call again. I hanged on for 2 hours and 30 min. This is a deliberate way to not deal with complex issues.

In addition, my approved procedure is now not authorised? How is this possible?

If this is the super inadequate way they deal with medical aid issues, why should I trust them with a bank account?