Authorisation incompetence

I have been having problems getting authorisation from Bonitas. My son was suppose to go for an eye oparation on the 15 of March 2019 only to have his request declined, we had to write an email to them since the boy is only 6yrs and is struggling at school. They had to send for re authorisation and it has gone on for like 5 weeks now they keep saying they are waitinf dor the forms to come back from authorisation. What kind of an organisation is this or are your employees not competance enough they you need to hire more competent people, peoples lives are at stake here we pay for these services. Very desappointed with Bonitas. Even though people are new to your medical aid there are clause in your medical act that cater for situations that may be a danger to a persons help and may cause bodily harm to that person