Fedhealth ridiculous approval times in emergency situations!

Very disappointed and frustrated with Fedhealth. My daughter (21) joint them in October 2017. We rushed to hospital (their scheme hospital on list) on Sunday 18 March with severe pain in her back and she went paralised from the waist down. They booked her in and a Neurosurgeon ordered xrays and an MRI on Monday morning. Today is Wednesday 21 March 2018 and up to date she has been lying in hospital in severe pain without treatment except for pain meds because fedhealth is taking their sweet time to decide whether to approve or decline her MRI. Its this investigation and then the next minute it Insufficient clinical data ect. Now take note that today 21 March is a public holiday so their 72 hours might only have an answer for us by Friday they say. So my daughter has been in hospital in severe pain for more than 5 days by that time! This is not acceptable! And to top it her hospital stay still hasnt been approved either! It still shows pending ? whenever I call to get some clarity i just get told to call back tomorrow. I understand making sure that this isnt a pre existing condition, but seriously, a 21 year olds life hangs in the balance because the big suits wants to take a week to decide how they can decline an MRI. What about the damage being done while she waits for a week? Her plan shows full hospital cover, Full xray and Mri cover. She pays her medical aid every month knowing when she will need it she will be ok. The first time she needs it in an emergency situation Fedhealth lets us all down. So so disappointed and So frustrated. Will definetly take this further if you guys wait a week to decide to decline as We then need to find her alternative help that could have been done earlier, if only you guys gave a damn and was in the ball!