Discovery Health shocking customer service!

I was diagnosed with multilevel discogenic disease in June 2019. What this means in essence is that my spine is degenerating at a rapid pace and I am almost living in constant pain. I realistically need to have pain management every 3 to 6 months in the form of epidurals and cortisone injections in order to live a relatively normal pain free life. I was admitted to hospital in June with such severe pain that I was completely immobile and rushed in as an emergency. In September this year I was again admitted with what was initially thought to be kidney stones, however the next morning it was evidently clear that my back had given in and again I became immobile. I then layed in hospital for 2 days waiting for Discovery to authorize an epidural and cortisone injections. The hospital sent everything that was required through, but it took me phoning and literally losing my mind for it to eventually be authorized. I now again am in severe pain and my Dr has suggested a rhizotomy. The rooms spent 2 days this week trying to get authorisation and were told I'd already exceeded my 6 days allowed in hospital for my back this year. I then called and explained that in September if they had given the authorisation immediately I would not have had to be in for 3 days yet I am now being penalized. Spoke to a team leader, Ryan, who basically didn't even listen to a word I said and kept repeating "this is declined " I then insisted on speaking to a Manager and was put through to Celeste, who said that she would investigate and call me back the next day. I then received an EMAIL yesterday saying its been reviewed and declined. Wow Discovery, your customer service s****s are superb. And while you sit there and punch information into a system for it to tell you its declined, you have NO concept of the human element behind what someone is going through. I can guarantee you that in the next week or two I will become completely immobile again, and then what? Lay in pain in bed until January so that I can have the one day that I need to have this procedure done! Absolutely shocking to say the least! I look forward to seeing the last of you at the end of this year.