Authorasition denied

My 82 year old Mom joined Medshield medical aid in September 2015, and on the 11 October I took her to emergency rooms because she was not well. In causality said her BP was very high and she has water retention as a result. But the Doctor further asked for mental well being because he said he could tell she was emotional. My Mom indicated that the domestic worker has been very abusive. The doctor recommended that she be taken to Intensive care. She was there for 4 days and two days in the normal ward where she was discharged. In the meantime the Medical aid has requested that we submit from 2013 medical report, before they can authorise her stay. And this was asked 3 days after admission, I then submitted back the report on the 15th because, the government clinic was giving me the run around about such confidential information. The following day I called again pre-authorisation to check if they received and what's the status. After holding for a long time I was told they have received the documents they are reviewing they would revert back. I didn't get any feedback until today the 21/10/15 I called and I was told the authorisation was declined.