My blind husband is forced to wait for his eyes!

My husband is blind and requires ocular prosthesis. We sourced a quote in 2015 and submitted to Fedhealth who responded and approved that they would pay up to the external prosthesis benefit limit. Since this amounted to just over half the cost, we couldn't afford to do so last year. His eyes are now deteriorating rapidly and we need to have the prosthesis made. We contacted the service provider who provided us with a quote. The quote amounts to more than R18k however we decide that since Fedhealth was willing to assist last year there would not be problem this year. We therefore submitted the quote along with the medical report from the practioner as well as last years approval on 12 April. Imagine my surprise when I followed up online and was informed that it had been sitting with an agent and had not even been submitted for approval. What could possibly be the delay? We have a scheduled appointment to have them fitted on 26 April which we will need to cancel if Fedhealth cant get its act together and come back to us with authorisation. I have paid more than 250k in premiums over the past 5 years, one would think this would at least buy me a faster turnaround! We need approval!!