Discovery medical aid service has gone to the dogs

I waited half an hour to talk to an agent and when I get a chance to talk halfway through my conversation they drop the call this happened twice already and they refusing to pay my doctor's and lab tests which were important even though I had authorisation from discovery medical aid I am now paying so much for medical aid and this is how I am being treated I've been with discovery for years now and this is how we are treated it's ridiculous