Europ Assistance are ******s !!!!

My mother traveled from Serbia to South Africa to visit her grandchildren. She payed for travel insurance through Europ assistance, she arrived in SA and after 10 days into her visit she complained that her lungs were feeling blocked so we went to Medi clinic Bloemfontein and the Doctor said that she needs to be admitted into hospital as she had bronchitis and possibly a clot. This is where the problem started as Europ assist are trying every trick in the book to not cover her and now she is waiting in casualties for 2 days now as the hospital can not admit her without the authorization letter from Europ assist. My mother is 75 years old and Europ assist could not care if she lived or died even after paying for the service. Europ Assistance are ******s !!!!!!!!!!