PENDING PREAUTHORISATION DAY 7

At this point I feel like I'm irate all the time. I sent an email last week Wednesday, 8 April 2026 to load ex gratia preauthorisation for my son. My query was referred to the hospital team 10 April 2026. I called today, the first agent could not even pick up my profile. I was then eventually assisted by Virginia who loaded my auth but cannot escalate it due to it only being loaded today. I don't understand what is so difficult as I sent a lengthy email including everything from doctors motivation to pictures. I even added the law the auth needs to be loaded under. I need my son's auth approved urgently to give the approval number to his surgeon by tomorrow. Medshield PLEASE DO BETTER with your clients. Thank you Virginia for being literally the only agent that knows how to do their job!