NO CALL BACK AND NO ABILITY TO EXPLAIN POLICY - NEED AUTH ASAP!!!!

I have been trying since Monday to get some clarity on my policy regarding a authorisation. I have had to take consultants through the online brochure page by page (which has taken about 2 hours) only to be told that someone will call me back. I am still awaiting that call. When I call back they force me to start again with the explanations rather accept that I need some sort of team leader or supervisor to assist. The procedure is scheduled for Friday. I received one auth with all codes approved but the annexure essentially said nothing would be paid. When I queried this I was told that I shouldn't have received that and then I received an auth with all codes denied. I know the policy better than the consultants - so can someone who can explain please contact me urgently. I have also sent an email with screengrabs of the brochure and relevant info highlighted. HELP!