Pre-authorisation: 11 days and counting

I have recently joined the Discovery Smart Series medical scheme and have in the past few weeks been in desperate need of physiotherapy for a neck injury. After attempting to activate the sports injury benefit on Health ID (with no luck) I was told by call centre agents to complete and submit a pre-authorisation (PMB) form. I completed it and was told that it would take 3 - 5 working days to be approved. Upon such approval I would get a notification on my app that the benefit has been activated.

I did at first find it difficult to fathom why such a short and simple process requires 3 - 5 working days to complete, but I now understand that there is time factored in for flagrant and glaring incompetence and disregard. It has been 11 days since I submitted this form and I am yet to hear a word from Discovery.

I was thinking of switching to Discovery Bank, but if this is the level of service (non-existent) I can expect then I will definitely not be doing so.

I will be switching my medical aid effective 2019 if this is not resolved by Monday.