Terrible and worst medical aid

Worst medical aid ever in South Africa. We have been calling from Friday to get an authorisation to go see a specialist and every day we are been told our request has been sent to clinical consultant and today it's Wednesday. We call everyday to hold for more than 30min and when then answer you are being told about escalation seriously? You request to speak to a supervisor and everyday you are being told they are in a meeting, you can call 5 times to get told that they are in a meeting? Today one consultant put us on hold and mistakenly unmuted us and we could just hear them laughing then hang up the phone!!! With my husband's case just know you will be dealing with Ombudsman!!!