Lack of service with pre-authorisation renewal

I've attempted numerous times since January 2026 to renew the dates on an existing authorisation. It is July already. After spending 1hour and 4minutes on the phone with Polmed, during which I was transferred to the "case manager", just to end up with another consultant to who had to explain the whole issue AGAIN, twice. Then whilst on hold, I was hung up on with no resolution. This authorisation is for a transplant and is renewed every year since 2020 while we await for an organ to become available. It has become increasingly difficult to renew the authorisation, even with all the documentation and motivations required every year, as if I don't have enough emotional pressure waiting for a donor. It is rather disappointing and worrying how the level of compassion and competency of POLMED have declined.