Bestmed just not the best anymore

Bestmed is not the medical aid it was all these years. They stop caring and only is money driven. I'm on this medical aid since 2003. Was always happy and now that I really need them they declined my urgent hip replacement. Dont even accept me going on a higher plan giving them even more money. I submitted TWO Orthopeadic specialists motivation letters and reports from xrays stating the urgency for this hip replacement but all in vain. They just dont care. Advisers just declined. All excuses not to pay for anything lately.