Keyheath Hospital Pre-Auth call center not helpful at all

I am a Platinum member with Keyhealth . I have been trying to get a hospital authorization and I had to phone 3 times and still no joy. I phoned Keyhealth Hospital Pre Auth and was told to phone Denis Pre Auth and then I was told to phone Keyhealth Pre Auth again...... Now we need all sorts of Motivations and treatment procedures that was done etc etc etc.... We have been to Linmed Casualty on Wednesday night 18/04/2018 with her jaw dislocated. It was located again and we went home. Next morning dislocated again. Off to Glenwood this time as the Oncologist prefers us going there (My daughter has Stage 4 GBM also...) The Casualty Doctor located the jaw and immediately after that it dislocated again. She was admitted to the Oncology ward for that and other underlying issues with her cancer and not eating etc. Out it came again the same day and the Casualty Dr located it again. It was decided then that the jaw will have to be wired shut to prevent re-occurrence again but it could not be done before a PEG was inserted as due to the Brain Cancer she was not eating any more.... We went home with her jaw strapped with bandages. On Saturday it dislocated again. Spent the whole day at Casualty. During this whole story 2 separate x-rays were taken. Now we are trying to get authority to have the jaw tied but Keyhealth is useless. Surely they should by now have record of all that was done and tried and and and... Therefor I will pay it myself and then get my Lawyer to get my money back as my already terminally ill child can not suffer like this any longer. Do not use this medical aid as getting pre-auth is impossible... SURELY THIS IS NOT COSMETIC AND INDEED VERY URGENT