Unfair declined of claim

My mom is a eldery person and don not have medical aid. She was called by a absa consultant to sell het a hospital plan, in the event of her being hospitalised this will cover the medical cost. She has not received a policy or a policy nr to date and was told this would be send to her. As she got sick I took her to the hospital and had to pay for the all the tests and cost for booking her in. On phoning Absa they told me that I will need to pay these and then to submit all the documentation and receipt which will then be submitted to the claims department . I send the documents and a claim form to absa on the first, and was not contacted although I have left my email adress and details. As my mother is elderly I do all business on her behalf. When I phoned them today after no response they told me the claim was declined because she was not admitted for more then 24 hours this was not told to her when they sold her the policy. There is no problem for them to deduct the installment every month but now that we are claiming this how she gets treated. I feel that this is taking advantage of the elderly that has little income and this is in very bad taste I think where is the compassi