Refusal/delay to authorize emergency operation

My family and I joined medihelp in January this year. My sister was unfortunately admitted to hospital for an acute problem last week and she is in need of an emergency operation. According to medihelp they need to do an investigation before they authorize any procedure This I can understand but I do not understand how it is taking them so long to do one simple investigation. My sister is in excruciating pain in the hospital and medihelp is taking their sweet time to authorize an operation that we need to do urgently! I don't understand how we pay our monthly subscription on time every month but when it comes to them paying for an emergency operation they simply do not care enough to make the procedure easy and quick for their customers. I am extremely disappointed. They need to ensure their process of investigation operates much quicker to save their customers all the stress and anxiety. I am a very unsatisfied customer and I will definitely cancel my subscription at the end of this year. I do not recommend anyone to join a medical aid such as medihelp that is *********** with very very simple things.