Discovery Escalation requires you to call in and follow up with them

Been struggling for a week to get authorization from Discovery, to find out that they declined pre-authorization. No feedback given untill I have to call in after been escalated. 3 procedures need to be approved, and only 2 approved, 1 declined. Declined procedure is a health hazard and needs to be done after Doctor Motivation.

Doctor provided his contact numbers to be contacted and I am told I must get the doctor to call and facilitate the motivation. As the customer I am not sure why this should be my duty to complete Discovery's admin work.