Poor Service

I tried calling just now to query a claim. I dialed your ***number. YOur IVR says press 2 for claims query which is what I did, but pressing 2 doesnt take you to claims, it takes you to authorisations!!! the lady asked me to hold while she transfered me to the claims dept. I waited and waited and eventually someone came on and the call was immediately cut! I waited 11mins and 32sec just for the call to be dropped!!!

1. Now, why when I press 2 for Claims queries, do I not get through to a claims consultant??? 2. Why was the call dropped and no call back made to me if you already have my info which i verified via your app!!!