unbelievable ************* medical aid

what is going on with medshield??? have never experienced this kind of service in the previous years.... I called in for hospital authorization on the 14.03.2022 just for a scope procedure which was not even in theather the call center agent refused to even assist me without a doctor's letter ... I sat 30 minutes explaining her that I have a existing pmb condition and these scopes are compulsory! she said no unfortunately they need a new doctors letter to proceed... there after I called back spoke to another agent she immediately assisted and gave me hospital authorization number....now all of a sudden the claim is under review they have so over intelligent medical advisors that need ct scans and mri scans to approve a 3000 claim..... I would from personal experience say that the service of medshield is disgusting.... no one ever calls back to assist. I guess even if it's life threatening issue they will wait and get incorrect information from their medical advisors..... definitely i don't recommend this to anyone no patient that is sick paying for private care with these medical aids should go threw this I need a valid explanation as to way service is this.