Pathetic Service for sick clients

On Monday 29 May, I called to have pre-authorization to see a doctor as I was send home from work for being ill. Getting the pre-auth was such a miserable task that I only received the sms with authorization at 14:45 and contacted my doctor immediately to confirm an appointment. My doctor advised that she is unable to see me as it is late in the day and she is already fully booked. At 15:40 I called the call centre back and advised that I am unable to get an appointment for the day as my doctor has no availability for the same day and I am concerned that the authorization given is only for the day. I was told by your consultant that I dont have to worry and the same pre-auth code could be used the following day considering that I did not claim against it on the given day. Saturday 10 June 2023 I received a message saying that you will not be covering my consultation as I did not get pre-Auth for the visit. This level of service is disappointing as it is the 2nd time I would need to pay out of pocket for a doctors visit yet my monthly premium is paid for the cover as Kaelo Health. I only wish that I could attach my evidence of calls made on that day and now after spending heaps of money on airtime as well, I am still told that you are not covering the visit. This is absolutely ridiculous.