The worst in the history of medical aid

This medical aid is ridiculous. I called today to get an Auth number. The consultant on the line told me no I can just go I won't need one. I told hom I would need one and he gave me an explanation that did not make sense. I asked 4 times are u sure that I can just go. And his response was yes. I asked his name it was a Xhosa name and I can't remember. I called at 16:04. I need that called listen to please as I needed to go to the doctor for proof at my work place. I could loose my job. When I went to the doctor's office the call centre was closed and I could not get an Auth on the app so I could not go to the doctor so I have no proof . What happens if there's an emergency. Where do I complain about this I need to get that call it should be a recorded call.