Blatant illegitimate refusal to pay pre-authorised (in writing) procedure.

I wish you had an option for no stars. My husband had a day hospital procedure to remove wisdom teeth. He had to cancel the first date due to work pressure and reschedule the procedure for later. In both instances he arranged pre-authorisation and received confirmation in writing that it was pre-authorised (twice). The second authorisation clearly states to take cognizance of the fact that the date has now changed. The procedure happened in May 2019. It is now August 2019. Up to now we have received no payment in spite of phone calls and their admittance that the second date was in fact approved. No person is indicated on the correspondence to take responsibility for a claim, You have to deal with the call centre and every time it is someone new. Clearly their system is not showing up the second approval and someone there is not putting two and two together. They seem to be comfortable with their obliviousness of their system failure and that they are drawing interest on our money. It is my submission that this could be a strategy to make extra money - take as long as possible to pay out claims and pocket another couple million rand a year? Extreme frustration for us and our service providers. Highly unprofessional for a medical aid for professionals. I also see they make no effort to answer complaints on Hello Peter. Maybe they consider themselves above accountability to their clients and the public?