Authorization Denied and delayed

We have been with Umvuzo Health medical scheme for over 12 years and never had a problem up until now. Last year we had to have my son's wisdom teeth removed...after a specialist advised that he needs to have them removed n theatre dew to his mouth being too small Umvuzo refused saying he must have it done in the chair. Now my husband needs to have a tumour removed from his arm and we have been waiting for authorization since last week Monday. Every time we phone them, they have different stories... First, they wanted photos...please explain to me how the heck do you see a tumour that is lodged inside the arm?? Right photos send along with all the doctors letters ICD 10 codes etc. We keep phoning to no avail then all of a sudden, they request an ultrasound...ultrasound done and sent through on Friday. Phoned yesterday phoned today and nothing is happening still no authorization and procedure is scheduled for Tuesday. This is totally unacceptable and frustrating beyond words.