Terrible service

We have been trying to get an authorization number from Discovery Health for several days now, all they say is we need to wait. Its been a week since my mother broke her ankle and we cannot get an authorization number out of Discovery for her to see the surgeon. How can discovery expect an old person to live with a broken ankle for a week and not take care of it because she needs to wait for an authorization number. The problem is my mother are on the Key Care plan and if you're on this plan Discovery does not care about you as a client.