Patient turned away @ the Dr

My little brother went to one of your Dr's as a dependant on my mother's medical aid today 06/06/2018. Mind you he hardly ever goes to the Dr but he got the flu, now this was going to be an out of network consultation as it's part of the benefit on his medical aid. He has never used this benefit mind you but he was turned away with a piece of paper written the names of his primary and secondary doctors. Is this how your doctors operate now turning away patients to avoid an out of network consultation? My mother pays for this medical aid and has been for years but I am upset and disgusted by the service or lack thereof my little brother received when he was seaking it.