Discovery Health can cause you to expire while waiting to answer

I am a government pensioner and cannot hold on for 20 minutes for you to answer my call. I phoned your Chronic department more than an hour and a half ago. I asked someone to email to me what HRT medication Discovery can offer me instead of Premarin, which I have been using for 10 years and which Discovery now refuses to pay for because I changed my health plan to Smart Essential. I was told by your consultant that she had emailed it to my whilst we were speaking and I am still waiting. This is urgent. I am seeing my doctor tomorrow. I am sure you can see from your records who I spoke to. My member number is ********** 01.