The Customer service is useless!!

The patient had a stoke and had to be admitted into hospital. I phoned the medical insurance to get a authorization or guarantee of payment. After phoning a total of 6 times in which they all put me on hold within 30 seconds of answering the call, they acted like they cannot hear me hung up on me (Agents names: Trina, Wandy, Promise and Mmama) This is unacceptable!!! Patients are very sick and this medical insurance simply does not care about its patients!! Get better staff members or get better call lines!!!