Poor Service

On 4th Mar, I submitted a hospital pre authorisation claim which was declined on 13 Mar because my GP hadn't sent the PMA form . Later that day I received the form and forwarded it on to Discovery. This morning I did a follow up and the agent advised that they received the form and would escalate to the Standards team and that their TAT is usually 8 - 16 hours. And that she would call me back later with feedback even if there was none as yet. Then when I called in this evening as no one called me back, another agent tells me they couldn't open the off file I sent Yet no one got in touch with me to mention anything of the Sort. I'm frustrated because I keep on calling to find out what is happening and I'm just not getting a new or final outcome. Can someone please take responsibility and find out exactly what's happening as I now need to reschedule my hospital stay.