Rediculous BankMed Medical Aid

My sister is on Bankmed medical aid that is under written by discovery, under the core saver plan, she recently lost her fiance and father of her stilborn child now in Nov and her drs has referd her into a psychiatric facility and this medical aid is sayinh she never declared she had depression when she joined not sure if one knows they will lose their loved ones and need this kind of help way in advance, and they are investigating non stop and she is at the facility and they are dorging and refusing to pay for her admission and its ridiculous as when this money is deducted monthly everything is joy but when people have to use the benefits as with other medical aids there are issues when payments must be made.. one takes out medical aid for such cases and if they refuse to pay what use are you serving???