Bad communication and services

would like to express my frustrations with your services. There is a lot of things that I currently do not understand with your policy but I am only going to say this - last week I had flu so I went to the Doctor near my place and as i was waiting the receptionist called for Medical Aid verification and she was told that she has to tell me 'the client\' to confirm which General Practitioner am I electing. First of all, what kind of communication is this? Why would my Medical Aid tell a Dr's Room that instead of informing me as their client that I need to choose, who is the client here? Please fix your communication. If you have anything new or updates that I need to know, kindly find better ways to communicate with a client. My Dr is just in between but do not make me feel less important. Other thing, a colleague had her child admitted to a hospital and somehow FedHealth cannot pay the child's medical fees because members have to wait for 24hr authorization for payment. Please make this make sense, a child is admitted it is urgent it is a matter of life and death and you want your client to have a 24hr wait for payment authorization, How? I am on Fed1 and I also have a child so this concerns me. I will be waiting for your response and clarification.