Fortis Healthcare — Administrative assistant is very bad

Inspite of previous information the staff couldn't do the Preauthorisation of Insurance. And if we call them, they will not respond at all. I am not understanding who is authorized to do send the Preauthorisation of Insurance for the procedures and operations. Because they tell that it's not their job. Is it true? If at all we don't know the estimate of the procedures and operations then how we should get the Preauthorisation approval from the insurance? This is happening in the Urology department of your hospital at bannerghatta road Bangalore. But at the same time doctors so good and cooperative.