Poor Communication and Service

I am really dissatisfied with the quality of service that I am currently experiencing from Discovery. I have been on Polmed and GEMS most of my life and never did I have any issues, just reaching a member of staff is a mission. I feel that I cannot request authorization without feeling that I am a risk to the scheme. This does not sit well. Currently on Classic Comprehensive, I was really expecting a better service, rather than waiting a week at a time for an email response. Obviously my health is not a priority.