Traumatised - terrible call staff and processes

Spent 45min on various calls with Discovery to do a simple authorisation. They keep sending me between pre authorisation department and keycare department. Just before authorization is processed my call drops! Call again, and now they want to send me between departments again and I have to do it all over again. I am in literal tears. As a side note, the HEALTH TOUCH department is also not being helpful. You guiyus should not be causing trauma like this.