Worst customer service ever

The insurance pays for what they said they'll pay for, now the issue is that my mom is in Life Cosmos in Witbank and she needs to be transferred to Emalahleni General Hospital. Due to lack of funds hence now she's been diagnosed with stomach ulcers that are bleeding inside. She's very critical, yesterday on the 8 October 2024 at 12:30pm,an ambulance was called to pick her up for the transfer but we waited till 3 pm to be told that there was no authorization and no ambulance will transport my mom. We called the Kaelo people only to get help around 4 and **** that they will log a call with netcare 911 and still waited. Called the netcare 911 people and they gave us run around until now mom is in a dire situation and still at the private hospital with a bill added to us she's in ICU and the charge R14000 a day for Kaelo incompetence. I wouldn't advice anyone to take up this insurance