Authorisation Mess for a patient requiring immediate care!!

I requested hospital authorisation from Bonitas yesterday via Busamed Privat Hospital for my son, Cameron Viljoen for a circumcision and removal of a bladder stone. Now I have been on the telephone from 09:30 this morning trying to establish why the authorisation has been declined. On the letter I received you are referring to missing clinical information and when I call I am told that only the circumcision can be approved as the other procedure for the bladder stone might not because you have to establish when he was diagnosed.

My son has no previous history or medical condition related to his bladder. He went to the emergency room on Thursday, 29 March 2018 due to abdominal pain and fever. The doctors there indicated that he need to have a circumcision and that something was blocking his duct. He was referred to Dr Marais, urologist, who yesterday confirmed the stone.

My son needs to go for the operation tomorrow morning as he has a lot of pain and now I am placed on hold for an hour everytime trying to figure out what the progress is to only find out that the lady in underwriters who deals with this has now finished working for the day. How is that possible when your hours are until 5pm Mondays to Fridays or is it that none of you actually care about the lives you are insuring?

Sort this mess out immediately!!!!!