Struggling to get authorization for shoulder operation

I am so disappointed with the recent service and interaction with Medshield, I had to request a pre-authorisation for a surgical procedure, first time using my hospital benefit, but they are declining my request. I have done everything correct my side, went to see a doctor, specialist, xtrays, ultrasound, cortisone injection and physiotherapy. I have adhesive capsulitis (frozen shoulder) due to my diabetes and being a woman over 40.

There is an exclusion on my plan - Arthroscopy for osteoarthritis, but have informed the medical aid on numerous occasions via telephone, email and my doctor's letter of motivation that I do not have osteoarthritis, but they keep on declining my requests. The specialist did motivate my operation and stated that if I do net get the operation it can lead to a disability in my arm, I am a mom of two, work full time, I do my own house work and need to use both my arms for all of this.

The customer care department even confirmed that the reason why my operation is being declined is because of the exclusion of Arthroscopy for osteoarthritis, my operation is not due to osteoarthritis. I just wish I can speak to someone that will understand and actually speak to either myself or the specialist to confirm.

I am in desperate need of this operation to gain back the function of my arm, stop having to drink pain medication daily and go on with my life. I am a diabetic since childhood, thus I cannot have cortisone injections and my condition is worse, thus I need to have an operation that is minimal invasive for my body.

I hope this post will create some awareness for Medshield to look into the matter and reassess my pre-authorisation for approval.