Dont inform clients of rules

I'm so sick of these medical aids you pay so much every month yet they so full of ****. I joined the medical aid 1 January 2016 with out knowing the rules of what I should do when going to see a specialist. the norm is get a referral from your GP for the specialist - specialist submit the letter with the claim and they get paid. Now you have to get your GP to get Authorisation before you go to the specialist. My son went to the specialist on 28 January 2016 with a referral letter. The doctor submitted the claim now they refuse payment, because I didn't have a Auth No. Now have to go back to my GP to get a Auth no. Please inform the People that need to know your rules.