Extremely disappointed with terrible service with universal health

Terrible service from universal medical scheme. Waited from 10am until 1h30pm to get a simple approval for my 11 year old daughter who needed to get surgery. Called 3 times and emailed them. I was told to calm down but how can you treat a child like this who's in so much pain. You take my money every month and now when we need to use our medical aid this is how we are treated. They had the nerve to ask the Dr why can't we just leave it and not do surgery and still have the audacity to ask how much its going to cost. I will definitely be getting a new medical aid. I cannot put up with such poor service or urgency.