no customer satisfaction.

On The 28th August 2017, my husband was sent with an ambulance to Gatesville medical centre as the doctor supsected it is kidney stones becuase of the pain he was in. When i got to the hospital at about 2pm, he was in the emergency, awaiting on authorisation from Discovery. We joing the medical aid through his work. The admin person who was on duty that day came to us to advise that we have to sign to say we fully responsible for all cost or we need to go to a government hospital as he cannot be attended to as they awaiting authorisation. I then called discovery of which i spoke to many consultants, ended up speaking to a Team Leader cannot remember his name and was very helpful. He told me that he will ask his back end division to email the document to the doctor and once the doctor has completed the letter to email it back to the back end department and this has to be done before 5pm as they only work until then. I had the receptions get the doctor to fill int he form, emailed it back with a reference number. I called the call centre back at 16:10, of which i was placed on hold for an entire hour, only for them to come back to me and advise that i have to wait until tomorrow. Now because my husband has never been on medical aid and joined discovery, there is a pre waiting period of 12 months, so everytime he has an emergencey and the authorisation does not get approved the same day, we will be sent home to wait on authorisation and then go back. I logged the complain on social media of which a Dima called me, took over 10 days to get back to me with feedback to only tell me that i waited within the protocol. So why does every staff member not know what to tell clients? why was i told if i help them get the form it can be processed the same day? She also advised that the agets had tried there best to help me? i waited on the phone using my airtime for an hour? only to be told you must wait? so what help was in this. i do not feel satisfied after her feedback as the feedback given was policies and procedures. i want to escalate this to someone in management, Frustated with Discovery and its service, to top it off the hopsital was not even firendly, its just about money?????????????????????