Discovery Health - Agents with No Empathy

My mum is 85yesrs old, a social pensioner & has the keycare medical option. In the latter part of September she was admitted to hospital as her varicose veins were playing up so she need treatment by a vascular surgeon. Discovery settled the hospital billed very effeciently, however payment for the the follow appointment was declined citing it was past 30 days & a new authorisation was required. The agents i spoke to adamant & didnt even the matter to higher authority for further review. I pleaded my mum case & financial situation to no success.