Will take your money but won't give you service

I have been trying to get pre-authorisation for an orthopaedic procedure as I have a dislocated and broken finger. I started the pre-authorisation process on 23/02/2022 at 14:15. I am now on the phone for the 18th time and still don't have authorisation. I have been a paying member with Fedhealth for over 10 years and now that I require their services I am not getting authorisation. Can someone at Fedhealth please wake up and do their job?