Disapointing service!

I am a member of Fedhealth. I pay R13300 per month for myself. When I upgraded, the consultant told me that I have the flagship plan. Two weeks ago, my Oncologist submitted a treatment plan to Fedhealth I order to get authorisation for me to get cancer treatment. It is very disappointing that, after two weeks, I've heard nothing from Fedhealth. How can anyone recommend this medical aid? I need the treatment asap, but it seems that the client is not priority. I also have to mention that since upgrading to this plan, I have to pay for my own acute medication.