Disgusting zero help for a critically ill member

further to my review on the 29th of October we are now back at the same point we were 6 weeks ago. We eventually paid for her CT Scan. It has come back as critical and requires URGENT attention. Here's the problem with your company and the medical aid plan we have been paying for for over 11 years. You say we can ONLY go to your list of network hospitals, doctors and specialists. I don't have a problem with that, but NONE of the specialist on your list can help her! This isn't a straight forward operation. It's complex. I have spent hours and hours on the phone with your consultants, I've had people assigned to just help me sort this out, and yet, nothing can be done. So i would like to know WHY you don't disclose to your members that should they have get sick and require a procedure that is a little bit complicated, you cant help. I don't see that anywhere in your literature or documents. You need to clearly state that you DON'T have qualified specialists on this plan should you require one. So that's the problem we're faced with. Here's the solution. Either show me where it states that you are unable to help members who are critical and have a complex case, or pay for this out of your Ex Gracia fund, alternatively refund me ALL the contributions we've been paying for over 11 years, less any costs you may have incurred, and we will use this money to fund her operation. This is something that requires URGENT attention, immediately! I expect an answer ASAP from someone who isn't just a call centre agent and who can make an decision