Flagged for a life-threatening condition - treated like an ordinary case

I have always been one to follow due process, I understand customer service environments, I understand exercising patience. Sadly, I have had to resort to using this platform in the hopes of getting an answer. Why, a lack of an escalation channel both through their call center or via their website. Medscheme/ Barloworld Medical Scheme, my mum has been diagnosed with leukemia, she is 69 years old and awaiting feedback on whether her life-saving chemotherapy is going to be approved. We have called; the doctor's rooms have called...countless times. Each time escalated to a case manager who escalates to an unnamed medical advisor, with no turnaround time. Each time we call, it's a further 24 hours for feedback. We've been told doctors must call after they email to officially escalate a case, that the LOM provided by the doctor wasn't linked to her case so the standard tat of 5 days would apply. How is this reasonable? a person's life, prognosis is impacted by these delays. I am even weary of this post since the last hello peter post for Medscheme from June was not responded to. Given the urgency of her condition, I am requesting immediate intervention to expedite the approval process. A person's life should not be jeopardized by administrative bottlenecks.