Barloworld Medical Scheme----Medical Advisor a no show

A one star is somewhat me being generous. My family members and I are utterly disgusted by the lack of urgency with my mums authorisation for treatment. She was diagnosed with leukhemia on the 25th June 2025, has since been in heamatology ward in isolation awaiting authorisation. At every step requests for motivations have been fulfilled by her panel of doctors treating her. They have been making follow ups daily, including from us as the family and still every escalation despite request for priority is met with a 5 day waiting process? *** are we paying them for? At a time of dire need they are holding back on authorisation which means life or death for someone. We have requested to speak with the medical advisor and its so strange that only barloworld medical scheme you are not allowed to communicate with the medical advisor, the patient now feels her medical aid has now just basically writing her off? What kind of sick scheme is this? All we want is to speak to the advisor to understand what further do they require from the doctors before they authorise or at worst of they choose to decline the treatment then doctors can then resort to a plan B treatment programme. I can not believe how unproffesional and inefficient they have been and the complete disregard for the patient as this disease is tormenting on her in every way, mentally, emotionally and physically. I dont know how the advisors go home and sleep at night knowing that they have ****** someone of another day of potentially beating cancer....DISGRACEFUL.