Disappointed and hurt in Medshield service

I am so disappointment in the service i have been getting from medshield, they have no sense of urgency. I have been waiting for feedback from their so called "underwriting" since Monday, i have had to postpone my procedure twice now in this week. I dont know why im supposed to disclose something i am not diagnosed with when i joined the medical aid, now i am going back and forth for something i am not responsible for, i didnt choose to be suddenly sick and need a procedure done. I am annoyed with this whole thing and worst part is the anxiety i am going through because of waiting for "underwriting"