Non Existent Customer Service

I'm trying to get authorisation for my son's procedure. I sent through the details to *** but got an error stating the email address is no longer valid. Over the past 3 days I tried calling in on ***- follow the ridiculous amount of prompts to get to authorisations - I hang on waiting about 4/5minutes and then the call just drops. 3 times on 3 different days. How difficult is it to get through to obtain hospital authorisation??? I wonder what it's like when calling ***for an emergency. Can someone please contact me and assist with obtaining authorisation. Thank you!