After we phone want ...

After we phone want ask what the monthly fee is for January to pay it over Mandy want to phone my mother she is 84 alzeimers she want to phone the member as I explain I am the daugter paying the money in to the account for the medical aid ....she can not assist so if my mother was in the hospital do she still want to phone....after how many years we are with them we still await documentation...