Pathetic customer service and procedure authorization

The hospital procedure or surgery authorization process is an absolute nightmare. I called in for authorization and was told that forms would be sent to my gp to confirm. This was never done. I then called in two days later and still the forms weren’t sent. Finally once the forms were sent by discovery after me having to ask twice to no avail,they wanted another medical history from the surgeon for further investigation even though my go stated that this is a new condition and she’s never treated me before and the only answer I’m getting is “we have to see if it’s an undisclosed condition or to do with your waiting period”. Two days before my surgery I call in four times and finally get assisted with the forms. A day before the surgery they email my surgeon. The surgery day comes and goes and I am still waiting for authorization. Surely if I am paying R6500pm for my comprehensive cover,it shouldn’t be this much of a process to get a procedure approved. Also the communication from their side is terrible , I have to keep on phoning in to check in and ask for an escalation after each mail is sent. I spent my entire R500 monthly airtime from my contract on trying to sort this out and it’s STILL PENDING. Worst customer service I have ever experienced. Will I ever get an answer and everything is on hold now ,the surgery,the surgeon,my life until I get this procedure done. Do better!