Pathetic service

I'm struggling to understand how a company or people that work for medical health company can provide such pathetic service...we pay them for what exactly...my pregnant partner had to run from 1 hospital to another and then still get authorisation decline due a network doctor not giving us a referral...even though it was an emergency and we went to the network hospital...I then called the key are department 4 times and had the call dropped on me... damn ridiculous