refuse to help

I phone polmed today 14 Aug 2015 at 12:45 approxametely to enquire regarding a du busson and venote account that still has not been paid (service date:20/03/15 claim amount R3243.70 and claim amount R4840.00). The gentlemen kept me on the line for at least 15 minutes when I asked for a reference number and the claim to be escalated he dropped the phone in my ear. I phone back spoke to a lady she stated that there was no call logged, I did not spoke to a ghost for 15 min! She put me on hold when I requested to speak to supervisor but I was holding so long line went dead. Phoned back and spoke to a supervisor she refused to assist me because my husband is the main member and requested written authorization from him I told her he has been booked into hospital and is receiving a operation today I cannot get authorisation. I told her not one of her call centre staff told me that they cannot help me because of me not being main member and that I always got assistance in the past. I need to know URGENTLY if the claims are being processed has been submitted in person by my husband to the Polmed branch and the service provider also resubmitted it. They are threating legal action.