No feedback from a Query logged 2 weeks ago

I have been waiting for feedback on getting my Father admitted to hospital since the 15/01/2015 and still today the 28/01/2015 i have no feedback. Tumi at bestmed said to me on the call i made that it would only take 3 days to get an answer and i am still waiting this is really unacceptable as my father could have gotten even more ill or worse died. we had to take him to a government hospital to get him check out as the medical aid did not want to assist us. this is getting to a point where i am really considering leaving the medical aid sachem and going to another one that will help when we need the help. i do not pay for medical aid just to get told i can go to hospital if there is something wrong. i am not a doctor myself but the medical aid asked me if this has ever happened before how the hell should am i supposed to know what was wrong with him he was sick and needed the doctors to help him. i am currently looking at other scheme when i find the right one i may just leave this Bestmed as it is not working for me or my father who is a dependent on my medical aid.