Bestmed to Worstmed

I am honestly lost and confused with the sudden change, I was singing Bestmed praises just the other day. My membership was terminated without my knowledge and I have been trying to re-join since the 31st of July. They have included a “Late joiner penalty on my husband and after providing them with proof and with a bit of going back and forth it was fixed, which I appreciate. They however put an EXCLUSION" on my daughter's condition which was diagnosed 17 month ago while on the previous cover as if it's a new condition. They first claimed that they never paid any consultation for her. I provided them with X-ray reports, a referral letter from the DR she consulted and a statement indicating that they paid for her consultation. Their policy clearly states that According to your policy the following applies -Condition-specific waiting periods

• This is a period during which a member is not entitled to claim benefits in respect of a condition for which medical advice, diagnosis, care or treatment was recommended or received within the 12 month period ending on the date on which an application for membership was made. According to the underwriters she is expected to live on pain medication and shoes to manage her pain for another year. The referral letter stated that her condition is severe. The only solution to her problem is surgery and I think Bestmed is trying to avoid paying for such. What they are doing is far from what their slogan or promise is to their members. The promise to deliver 'Personally Yours' service to our members has always been a key priority