Truly Awful experience with Preauthorisation for surgery

Absolutely awful experience! To cut a long story short, I have a Thyroglossal cyst in my throat that causes me an immense amount of pain. I only discovered it on the 13th of November. I saw a specialist on the 21st of November, and she scheduled my surgery for the 26th of November. I submitted all the requested information for a preauthorization to Medihelp on the 22nd of November. On the 25th of November, I called to follow up on the preauthorization and was told that my case was under investigation, to determine if I had known about this condition before hand and hadn’t declared it. I understand policies and procedures, so I called my doctor, in absolute tears, having to cancel my surgery until the investigation is over. She informed me that her last surgical day is the 10th of December 2019. Myself and my specialist’s office have called Medihelp every single day and they can’t tell us how long this is going to take or what they still need to speed this up. I emailed Customer Care last week and still haven’t received a response. I was told that I can have the surgery on a private basis and then claim the money back from the medical aid, but I don’t have R15 000 deposit to pay the hospital, that is why I have medical aid!! I was told on Monday 2nd December that the last document needed was sent to my GP’s office, this was then sent back to Medihelp yesterday afternoon and when I called this afternoon at 13h30, I was told that it’s still in the inbox and no one has dealt with it yet. I understand that they need to follow procedures, however I see no need for this investigation to still be on going as it’s been almost 2 weeks. When I call I get told that they will inform me when they are done (not very friendly customer service) I am in so much pain I can hardly eat or drink anything, talking hurts and I basically cry every single day because they don’t care. I find is ridiculous that on top of the pain and the stress of finding a lump in your body (that has to be tested for cancer) that I now might have to wait until next year to get my surgery because they are still busy with my investigation! I have never been this frustrated with a company before. I am truly disappointed with my experiences!