Pathetic non-existent service

I have had my hospital plan for about 15 years and never claimed once. Now my wife needs to go to hospital for a procedure. I app**** on-line. The web site does not ask for supporting documentation in anyway. The authorization was declined. No answers no reasons no phone calls nothing. I called in person supp**** all the codes they asked for and was told they needed a motivation letter from the doctor. I emailed this to Fedhealth. In response I get a email telling me my authorization has not been approved as yet. The email has all the incorrect codes wrong doctor wrong hospital everything is wrong. I have been trying to call Fedhealth all day. No one ever answers the phone and I am forced to listen to ghastly music. Eventually you are simply cut-off. What kind of business are you people running there ?