83 year old in life threatening emergency turned away because "call centre is down" :(

After Discovery debited my account 2 days early without notice and increased their premium by just under 10% my debit order bounced and Discovery Heath immediately disabled my benefits without notice (i only noticed on my online profile that my benifits were disabled) i then attempted to call discovery on their online listed number but the automted message informed me that there was delays due to a technical issue and call volumes were high, i waited on hold for 30 mins until the call dropped. i then attempted to load Discovery on my banking app to make a manual EFT, the add returned a 013 account number error. after failing to EFT the money to Discovery Health i decided to drive to the Sandton branch of Discovery health (head office), upon entering the Discovery health section of the building I was greeted by the Discovery attendee who asked what I was there for, and then asked to join one of the 5 ques of people waiting to be assisted. While waiting for assistance an older lady (in her late 60's) in front of me was receiving assistance from a Discovery staff member publicly in the middle of the foyer where everyone was waiting, i overheard the conversation where the lady was in distress as her mothers medical aid payment had not been processed, and she had made a manual payment at her branch of FNB, she had supp**** the proof of payment to Discovery and was informed that the benefits would be reactivated with 1 hour of the payment being made, but it had been more that 5 hours and the benifits were still disabled. Her mother (83 years old) was in a private hospital for a life-threatening emergency and had tubes down her throat, but doctors would not continue treatment until approval from Discovery, and here threateneng to move her mother to a government hospital. The Discovery employee told this lady that their "Health call center is down we have been trying all day and have not been able to get through, so there is nothing we can do." The Lady then asked for a place she could go to get assistance from a Discovery Health employee" the Discovery employee, told her there is nowhere else to go they did not have an office, she then asked if Discovery could provide a letter that she could supply to the hospital to allow the hospital to commence treatment, the Discovery employee said "we are not authorised to do that", she asked for a manager "Oh all our managers are on leave" the lady left the Discovery Health building without a way forward, or any assistance from Discovery despite being a loyal and paying client with a proof of payment. Needless to say, I processed the cancellation of my Discovery Health Medical aid on the same day. I am horrified that Discovery Health thinks its ok that when lives are in the balance, "our call centre is down" is a valid excuse not to process authorizations or have any form of redundancy in place to assist their clients, especially for hospital emergency authorisations, for their clients. Hey Discovery Health Officials if that lady dies, her blood is on your hands, you disgust me and should be ashamed of yourselves, you are obligated to protect your clients health and if you are reading this, find any other medical aid and go with them, Discovery will leave you high and dry when you need them the most. If you work at Discovery have some self-respect and resign. Discovery you need to drastically reform your policy and process.