Medihelp not responding to member with cancer who needs oncology approval

Get diagnosed with cancer? Medihelp won't respond or get back to you even if you are a member. Been waiting the whole week for Medihelp to approve oncology benefits for my Mom who has cancer and needs treatment. But they delaying, refusing to acknowledge us and when you call customer care they just say they will look into it and never do. Stressful to have to deal with cancer and Medihelp who is utterly useless with customer care and service. With other medical aids PMB gets approved within 1-2 days. With Medihelp it is good luck. Biggest regret is trusting them as it is now too late for us.