Bad service from Generic Health

I have been a member of Generic Health for over a year now and I am really not happy with their service. A request for authorisation for an in-hospital procedure was sent to them over a week ago and they have to date not managed that. I mean really, this is for a medical condition? If at the minimum they made some contact to advice that they are busy with it, then it's understandable BUT when you have absolutely no response, then that is certainly an issue!! So I will be looking for medical cover with an alternative company however Generic really needs to work on their customer service. It really does suck!!!