Worst medical aid and customer service ever!

So specialist scheduled a surgery date for husband's laparascopic umbilical hernia repair for the next week, Tuesday. Requested pre-authorisation and the consultant said that there might be a co-payment of R6400, which is not the issue as I have gap cover. They say hospital pre-authorisation take up to 8 working hours. Which it did not...phoned the following day the consultant got ****y with me, stating that I should choose hospital on the network(even though Flexifed 2 gives you the choice to go to any hospital). None the less, she did not even have the decency to tell me the authorisation was declined, as I received the letter just after I made the call. Phoned after that to request a reason why it was declined, turns out they don't cover laparascopic umbilical procedures, even though this was suggested urgently by the doctor. Had to get a motivation letter from the doctor, they e-mailed it to Fedhealth authorisations and I sent it as well to hbmupdates on the Thursday. Phoned again on Friday (as more than 8 business hours passed), "they did not receive it". Forwarded the e-mail to exactly the same e-mail address after which they miracaliously received it. The consultant said he escalated it so feedback will be provided between 2 and 8 working hours. Needless to say, on a Friday afternoon past 17:00, 5 hours later and I still haven't received a response and the surgery is suppose to take place next week Tuesday. Which means I MIGHT get an answer on Monday ( one day before surgery) but I know I am going to have to phone them again( for the tenth time) in order for them to do their job. And the 8 working hour waiting period is a B-S story, I received immediate hospital authorisation when I app**** with my previous medical aid when I was pregnant! I wasted more airtime on them this week than I wasted on my husband for last year! Utterly disgusted in Fedhealth's service. Why am I paying medical aid if the medical aid does not want to provide me with a service?? My husband needs an URGENT hernia repair as this could be fatal and they are just taking their blooming time! They are not dedicated to customer service but they are quite dedicated to taking your premium each month. I would not recommend them after the poor service I received during this week