Outstanding dental authorisation request (DENIS)

I submitted the authorisation request to DENIS on. Since then I have been repeatedly transferred between agents, given no substantive update, and despite paying substantial medical-aid premiums I still have not received the requested authorisation. This prolonged delay is wholly unreasonable and has caused me undue stress and inconvenience.

To be clear: a routine dental authorisation should not take this long. The continual transfers, lack of ownership, and absence of any clear explanation demonstrate a serious breakdown in your process and customer care. I expect my medical aid to work for me not to be met with poor service and delay when I most need it.