Waiting over 3 weeks for Pre Authorization

My wife had to have specialized dental treatment. After a long process for pre-authorization, cover was refused. She went for the treatment but then needed maxillo facial treatment, which Medshield said should be covered. We waited a week for authorization, medshield were still working on it. She developed an abcess and had to go in. It has now been 3 weeks and still no word from Medshied.