Non-delivery of service

To anyone subscribing to this medical insurance (they call themselves medical insurance, not medical aid), I suggest you better look elsewhere for proper healthcare. We decided to subscribe to their Hospital Plan option with a 3-month waiting period which is obviously normal with any medical insurance/aid. We were advised that during waiting period medical aid does cover emergency situations, which was also pretty standard. A week prior to the end of our waiting period I started experiencing abnormal pain in the abdominal area plus bleeding. I went to the doctor and got diagnosed with ectopic pregnancy which does fall under emergency conditions. The doctor scheduled the operation for 29 November as I could not wait any further and it could burst inside any time, resulting in serious abdominal bleeding. All the necessary paperwork from the doctor explaining the emergency of the situation was submitted to Affinity requesting pre-authorisation on the procedure. Affinity did not decline immediately (right now they are telling me that their emergency situations are road accident related only). So, they further requested our billing history with the doctor and a more detailed letter on the urgency of the procedure from the doctor, which we comp**** with as well. Later same day we received a call saying that our request was declined since it was not a road accident and therefore couldn't be seen as an emergency situation and a cherry on the cake was advice from one of the Affinity "professional" consultants to actually go to the state hospital. Emergency situations are not synonymous to road accidents, which we should have been advised on prior to subscribing to the so-called medical insurance. When we submitted documents for pre-authorisation, Affinity could see immediately that my condition was not related to road accident, then my question is why additional paperwork was requested to continue with reviewing my case? Where is the logic? First, I get a reply that Affinity does cover emergency situations, then I get a refusal on my emergency situation. I had two days left until my full plan would have kicked in. Do you think I wouldn't have waited if I could? And obviously fabulous professional approach of your personnel advising to go to the public hospital. I paid money not for stupid advice. I paid money to get proper medical care as per the conditions voiced to me when I subscribed. When I requested to speak to a supervisor, all supervisers were conveniently busy at that point in time. And up until today I have not received any formal letter from them stating the reason why my request for emergency operation was declined. To anyone considering this medical insurance, their premiums are not much lower than other medical aids and if you are looking for options, I would strongly recommend, based on my personal experience, to avoid Affinity alltogether.