Obtaining Pre-Auth is a nightmare!!!

I've been on Moto Health Care for over a decade - and I've had nothing bad to say about them until recently. To obtain pre-authorization is like pulling teeth from a bear - WHAT WENT WRONG?. Your online chat simply does not respond - I've tried at least 10 times since the 8th of March -no luck. Sent pre-auth request via email - again; no response.

This is absolutely unacceptable as I need to make arrangements at work in order to take her for the operation with no help from your side!