Unacceptable Delays and Poor Authorisation Process

I called the call centre at 10:00 on 21 May 2026 requesting an authorisation. I was informed that the process had changed and that my details had been sent to the relevant department, and that I would receive a callback.

I waited for 30 minutes, but no callback was made. I called again at 10:30, and surprisingly, I was informed that my details had not been sent through. The second agent then advised that she had now submitted my details.

I asked for a turnaround time (TAT) for the callback and was shocked to learn that there is no TAT in place, meaning I could wait an indefinite amount of time before receiving a call back. This could result in my doctor closing before I even receive an authorisation number.

I called again at 11:13 and was told that I was number 10 in the queue and should expect a callback around 12:00. All this waiting while I am sick and trying to see a doctor.

Who came up with this process and thought it would be beneficial to clients? This is poor customer service and completely unacceptable. Even public healthcare facilities have an average waiting period of around 60 minutes, yet I am expected to wait over two hours just to receive a callback for an authorisation number.

There is also no guarantee that I will receive a callback at 12:00, which means there is still a possibility that I may not be able to see the doctor today.