Pre Authorisation Pending

For a medical aid, Bonitas is the absolute worst. How can you have a pre authorization team that works on messages only, if a patient needs pre Auth for the next morning. My mother is 74years old. We have been sitting at the hospital since 6am because of outstanding pre Auth. I called yesterday and got a mail around 12.30pm advising its still under review. My mother's doctor's office contacted around 13:00 advising it was declined pending clinical motivation which the doctor was going to provide. He did say not to come to the hospital. I called the hospital last night asking what to do and they said we should still come it will be sorted out here. Now we have to wait for 8:30 when your offices open to once again have to leave a message to be contacted back by your pre auth team. And maybe it will happen in 8hours like I was told the day before with my intitial call. If I where to call my medical aid for pre Auth its done telephonically and you get you auth nr then and there, or they will call you back and you can trust in them to call you back. I don't have the same faith in Bonitas