Collusion with the wheelchair companies and no care for the elderly.

This is thankfully NOT my medical aid BUT sadly it is for my 83 year old aunt! Every time we try claim anything for her - currently a wheel chair there is some issue! They tell us to use their preferred supplier who is 3 times more expensive than Dischem and then they want us to use up the Savings Account first before they will pay from the EMI fund. She is elderly, with increasing medical costs, needing physio, etc. so obviously it would be a terrible idea to deplete her MSA. The EMI covers 1 wheelchair every 3 years - this is her first (and probably only one) but they won't pay from it. She has paid for the top scheme for years and now she needs their help they don't want to help. Oh and you can never email them - my aunt is expected to sit on the phone waiting for assistance and then is told - "it's policy!" - even though their letter very confusingly states it can come out if the EMI account. She is devastated!