Medihelp - lack of Service

I have been a member with Medihelp for more than 30 years. I have always been happy with their service, guess I was lucky looking at their rating and the number of complaints. I have recently, for the first time, experienced the lack of service in securing pre-authorisation for hospital. The level of service is unacceptable, I have been waiting for more than a week now to receive confirmation and would probably need to move the planned surgery. I am not convinced that I want to leave Medihelp, however, I am in the market.