Pathetic service

I'm a member of remedi now for 8months,i have a procedure that was scheduled for today @10:30 however it's still pending authorisation. I enquired the reasons as this condition is not on the list of conditions that are on the 12 months waiting period. I've been advised that they need to varify undisclosed condition which I once had a surgery done 28years ago which I don't find it to be an existing condition. Dr's are closing for December holidays and this means I have to wait until January 2021becuase their review department takes upto 4days to assess. My worry and anger is that if the condition worsens and I lose my life who is going to take responsibility. Ive been paying without fail their premiums without fail. How is it that they don't sense of urgency as a medical scheme. I was previous on this scheme from 2015 till 2018 and left due to the same reasons. I was a not afford the high plan due to affordability. I requested to speak to the manager of that department and was told that they don't speak to members. I find their service pethetic and unprofessional, there is no human touch yet their business is more of health services. Please urgently assist