Frustrating and unnecessary processes

Am disheartened that I still haven't received a Pre-auth letter for both my son's dermatologist appointments, I have had to call in and was promised a call back and nothing until now, so I must be spending airtime to keep on following up, why don't they get back to clients as it is you spend so much time waiting for your call to be answered.

I don't even understand what's the purpose of having to get a pre auth with every visit, what a frustrating process. One would think something like ongoing treatment would have an open ended auth letter bcz it's ongoing progress on the treatment of the condition. When you paying so much and never use the plan for anything, now that I need it to work for me I must call nonstop like I have nothing else to do with my time.