Dissatisfied member for poor service

I would like to express my dissatisfaction with discovering, my husband is currently in hospital and discovery doesn’t want to authorise his hospital stay because they feel like he did not disclose his sickness.

He had been members of discovery key care plan plus plan since Aug 2020 and because of the increase in membership premiums and lack of clarity our membership lapsed and we had to open a new one in Feb this year.

We have never been members of any medical aid but discovery and my husband has never been hospitalised or sick before. Why can’t they find his records to see