Horrible service

I am so disappointed in the service that one receives at Discovery it’s so sad we pay our premiums on a monthly basis without fail but when our health is concern we don’t get the service I looged a query almost 2 weeks back 1stly I had to wait for days until I called and I was told they are documents I needed to submit I did and they keep on saying they are unable to open the documents but surprisingly the very same documents when I send to everyone else they are able to view so now am unable to be assisted to get the authorization of which my life depends on yet I have a medical aid but I must just sit and wait to die with my child.