Discovery lets me down in time of need

I requested authorization for hospitalization on Monday 18th September 2017. I spoke to Charl whom explained that the standards department sent a PMA to my DR. Due to severity of my illness Discovery approved a 24hr pre authorization while the standards department check the NDA promising to revert within 8 hours. PMA was sent 17:30 18th September 2017. 19th when I followed up I was informed that they wanted to speak to another DR for more info. The DR spoke to Jillian Van Reenen 1st thing 20th but still there was no authorization. I received a text at 10:25 to call Jillian Van Reenen of which I immediately did. I called 18 times and left several voice messages and there was no help. I called the call centre and the lady also tried to reach Jillian to no avail. She confirmed that she escalated the matter due to urgency to Standards department ( which I am not allowed to call ) promising they would call within 5 minutes.

I feel let down by Discovery, I feel uncared for, I feel unvalued like no one empathizes with my illness. I am now in a clinic seeking helping for my medical condition but actually more stressed about Discovery medical aid whom I thought would be helping me in tough times but clearly is causing a tougher time for me. This is really disappointing how a client can be treated like this.