Disgusting service

I have experienced the worst service for the second from this provider. I called to request a pre authorization for my sick wife and I was informed she needed to first have a virtual consult with one of the nurses and they would call her shortly. 4 hours later she has received no call and not feeling any better, I call back to enquire and all of a sudden I am able to get an authorization number for her. When I asked for a reason for the inconsistency I was told the relevant people are in a meeting and if I am unhappy with the process I can feel free to escalate the matter. For an organization that deals with the health of people this is a disgusing approach. Its the second time I was promised a call from a nurse that never came.