Disappointed in Discovery

I am utterly disappointed in Discovery and the service I have been receiving, from the key care department,, I explained to the lady the reason why my son is being referred to a specialist and the lady kept to her systematic routines by telling what the process and procedure of the specialist referral is, and then added that if the panel felt that this operation was not necessary then I wouldn't get the authorization anyway.I was mad then I asked for a solution and asked if I send it today if it would be fast tracked or back dated as it is not my fault that the fax didn't reach Discovery and I was told NO.it would take 2 - 3 working days from today for me to get something as simple as a authorization number.I asked if the manager had a personal email address so I could send it to her or someone and she said she doesn't have one.? REALLY? WHERE IS THE URGENCY????? WHERE IS THE CUSTOMER CARE???? WHERE IS THE HUMAN ASPECT??? We are dealing with HEALTH here? Are we not? I do feel that because I have chosen the Key care plan, that I get the same sh#t key care service \ so In essence I don't get the service I would if I was EXECUTIVE OR COMPREHENSIVE I WOULD HAVE RECEIVED BETTER SERVICE"