Authorisation Blunder

I am fami**** with the medical aid procedure and was aware that I needed to see my GP first, who would pass me on to a Specialist, who would then request I be submitted into hospital. Once I sent Momentum my authorisation request I get an email with my authorisation number. Of course there is a co-payment which I am happy to pay as the hospital is not in their network. Ref # ********** 71

I phone in to get gap cover as now I would like to make sure this doesn't happen again where I have to make a co-payment. When I finally get through to someone I get told I need to talk to my broker. Of which I wasn't even aware I had! I get given the number and name of the broker, of which again I have never heard of. The number I am told to call is ********** , I then don't actually get through to a broker and get told I have been calling the wrong number. I get told to call ********** . I call and that number doesn't get me anywhere. I call the original number back and get told that the 8181 number is incorrect! (Ref: ********** 92 & ********** 35)

While this is happening I get a call from authorisation that my authorisation which was approved is now put on hold. The reason is explained and that is fine, but then how does it get approved without someone checking all the necessary details. This is wasting my time. If documents were needed to be filled out by my GP, I could of done that last week. I am meant to be in hospital this Thursday. Surely someone needs to investigate the details before approving authorisation. It feels like a back and forth with Momentum with no one actually knowing what to do and how to do it. Then I try to phone my broker, I get given another number. That number doesn't go through, until I hear a voice prompt saying the office is closed. I am not sure what I even pay you guys for.

This is the worst service I have received. Shocking.