Liberty Health not concerned re wellbeing of ppl

I called on behalf of my mum to get authorization for medication she requires for osteoporosis. I asked Liberty if they could please escalate the authorization as the doctor's practice was going to close soon & mum is at high risk for bone fractures & struggling with her hearing. <br> <br> They assured me they would escalate it with their medical advisors & asked me if I could call back for a response 2 days later. I called back & was told again that they would need to escalate it with medical advisors & that they would call me back - which they did not do. <br> <br> I called back again today & got the same response (except this time the call centre agent said she would call me back in 15 mins - no call back to date). I tried calling their complaints line to give them an opportunity to address this directly first, but, though friendly, I was told that that line was not for medical complaints. <br> <br> I have yet to get a call back from them & am wondering if the wellbeing of their clients is of any concern to them or whether their concern is more focused on the financial bottom line! <br> <br> I really would appreciate a call back within the next day but I doubt I'll get 1<br> <br> Can anyone please help? Liberty