Feeling Hopeless as Discovery call the shots on your Health

I was Diagnosed on the 17 Jan 2023 with a problem with my spine and I and the Spine specialist assistant is trying to get Pre-authorization with no success. Today they requested a second motivational letter. I am so stressed that I am losing feelings in my hands and legs and no-one seems to show any empathy and feelings especially Discovery Medical Aid since I was with them from 2006 and this is my first operation. What do I do and I am SO stressed