Medshield does not understand the term 'Medical Emergency'

We had an unfortunate freak accident where my 4 year old fell and had a very bad injury. Her nose was cut in half including the nose bone. She had to get an emergency operation by n Plastic surgeon. We waited 5 hours for Medshield to give pre-authorisation. The Surgeon was on standy to operate as soon as we got approval.

I was told it is because we are new on the medical aid - we joined Medshield in June 2024 and had I been on Discovery since 2006, making it 18 years that I have been on medical aid. I informed them that this is irrelevant and we are out of the 3 months waiting period which I never understood as I never had a break in medical aid for 18 years.

Medshield requested a report from the Emergency unit to see if we had been there previously in the last 12 months. This made me realise that the term Medical emergency is not understood or needs of the consumer/patients are not placed first.

I am very disappointed in Medshield for handing an emergency in this manner.