worst medical aid

Worst medical aid, submitted pre auth for procedure received a response not saying whether accepted or rejected, just there care plan i am paying every single month but i must just accept there response. there is no way to query because contact details USUALLY invalid and if not they take FOREVER to respond to queries. the amount of fine print that is not published when you are shopping for a medical aid is ********. how are they one of the best medical aids?????and customer service??????they are ridiculous.