Declined Pre-Auth!

My mother has been insured with Bonitas Medical Fund for 2-3 years and has never missed a payment; all payments are up to date. A few weeks ago, she experienced terrible pain in her right wrist. She tried to treat it on her own, but it only worsened, so she visited a specialist who performed X-rays and scans. The doctor confirmed that, unfortunately, surgery would be needed and that the condition would deteriorate if left untreated. She contacted the medical aid, expecting assistance, but instead faced delays in communication and a rejection for the procedure because her plan apparently does not cover this treatment (Arthroscopy). After further investigation, I was surprised to find that it is indeed covered in the brochure. She is on the Bonitas Select plan, which states that this procedure is covered, with only a co-payment required. Kindly reach out to myself or Linda immediately and I want this sorted today!