Putting peoples life and health in jeopardy

Good day ! I am complaining and helping my mother due to her not having access to internet . I don't even know where to start...I am frustrated,Heartsore angry, and everything negative!Since she started with the medical aid on a lower plan she just had problems..Now that she is on one of the most highest plans,its even more worse than ever.She must go for a Hip replacement and been struggling with Virginia Branch.We have been following procedures and regulations as per Bestmed employees in Virginia,and still at 99% there is issues that was not relayed to us.Lets put this into perspective.We went to see the Surgeon in November 2015. We then started to get everything in order as per Virginia Branch.At a point we as the customers we had to phone the person that make that makes and sell the prosthesis....I mean seriously ?Why do we have to do all the work of the medical aid?To top it off we have proof that all the right documentation was sent through to Virginia,but they denied ever receiving this. My mother can hardly walk,she lives of a small pension and you guys still sit back and play with peoples lives and health!!!I wish there was more space to explain the whole situation....