Having such a bad experience with their attempt to resolve my complaint

Having such a bad experience with their attempt to resolve my complaint. In a recorded telephone discussion with one of their agents I found out i apparently went for blood tests and my claim was rejected due to not receiving authorization and it was not part of the negotiated tarrifs. 1. If you didn’t speak to anyone regarding my visit for me to obtain authorization, who did you discuss tariffs with for my consultation. 2. ⁠I didn’t get blood tests gone so the claim was reject under a second false claim, who’s blood tests or medical records do you have that you are submitting as mine and rejecting my claim On the highest option and receiving the worst service, make me understand how please.