An angry mother

I am writing about the terrible service I have received from my medical aid. my son has been in and out of hospital since the beginning of this year, after his 3rd admission it was found that he has chronic asthma. His Paediatrician Dr TM Kitiko at Flora Life Clinic filled in an application for his Chronic medication which was approved with no issues. my son was then admitted again in July, to which his Dr then said that we need to get a nebuliser machine for home as it will form part of his home medication - in turn should also lesson his visits to hospital. I called through to Nedgroup Medical Aid to inquire what steps I should take to get the nebuliser machine through my medical aid, I was told that should get a motivational letter - which I did. I sent through the letter and then received a response asking me to get a quote - which I did. I did not receive a response after 5 workings days, I called through and spoke with Anna to which she informed me that I did not have savings and so on. I knew I did not have savings - look at the time of year. she informed me that my request was going to be declined or was declined, this is where I lost my cool. the nebuliser is part of my 3 year old's chronic medication, why would it be declined? I pay over R2700 every single month without missing a payment, the machine is only R550. is medscheme telling me that they could not approve this once off amount for an urgent request. Anna then said that she would have this matter escalated - to date I still have not received a response. currently my child is not well due to the asthma. I find it pathetic that something this serious is taken so lightly. I want medscheme to approve the nebuliser machine. I hope to get a response ASAP.