Bad survive at Medshield

I wish I never joined this medical aid, it's two weeks now without any help. I got a fractured on the 23rd I went to hospital on Tuesday they asked for me to ask for fit the authorisation. I called them on Wednesday and submitted all the required documents, I then called again on Thursday before Good Friday and they told me is still escalleted to the right right department, I then called on Tuesday morning they around 10 ,they told me the matter is still escalleted I must call around 2, I did but there were no changes, I called around 4 and requested for the team leader the lady dropped the call. I was suppose to do the procedure on the 3rd but because of the delay the Dr couldn't and now my hand is turning into grey because of the time delayed by the Medshield team. I called them again today around 10 there is still no hope for me to go to the theatre on Wednesday but they are still escalletting the matter in the right department. Please help or my hand will never work again because it's something else now by the colour changing more will follow