Worst service ever!!!

This is the worst, most *********** service I have ever received. Phoning to get pre-authrisation, to be told that the specialist can't give them the prognosis, they will investigate(when they are not medically qualified), whilst it's not a matter to be investigated, it's a matter of life and death. Now suddenly the person who assisted us called Yelsin, don't exist, whilst the other operators are totally unable to assist in any way. Honestly is this the kind of service that South Africans can expect of their medical aid?