Poor service for claims

I'm a Topmed member and I had a wisdom tooth exclusion for one year. So as soon as my year was up I made the appointment to have them removed and so began my procedure. I made the Necessary arrangements and all that was needed was the authorisation . 2 weeks before I have to go in, I phoned asked what was needed and sent it through. No reply, called again, was asked for more recent x-rays and sent it through, again no reply. Phoned again they were sending it to the dentist for authorisation and would send word the next day, again nothing. Phoned again spoke to a man named Justin, he said my exclusion only ended the following year, which was wrong as I had checked this before making the appointments. Mailed through my details again with the email confirming my exclusion was over. No reply so I phoned again and apparently they haven't received my x-rays, so I mailed it again and still I'm waiting. My appointed date is in 1 days time and it's taking them two weeks to give authorisation. I was told it could be done in a day if not less and I'm stuck in a situation where I'm in constant pain and stressed out over whether or not I will have to pay for this on my own.