Service Unacceptable especially if this is for a child

Wow just wow so much for you guys having my back, why does everything have to be a fight before one gets service, this is really disgusting behavior for a big company like you who says they have the patients best interest.
I was told by one of your advisor that I need to send a quote through to be able to get assistance in regards to the cranial helmet after the procedure and now I have send it and a lady by the name of Luthando tells me sorry we won't pay and it's not covered sorry for wasting your time.
I'm sitting with a child in ICU that had a procedure you authorized but can seem to follow up through with everything I must fight for it.
When your medical aid needs to have your back as you have a sick child this is what o get from you.
Why tell me to get quotes if you know that you will let me down, on every call I have asked about the helmet as it's a medical equipment needed post operation and there has not been a single straight answer only to be told nope we won't help.
This is unacceptable and I will tell everyone and anyone about the treatment that I am getting from you especially during this difficult time

I'm emotionally exhausted with Discovery everything is a fight with. I have been fighting for payments and authorization since I started with the process now I'm left with a medical bill and told to make arrangements all because I was introduced to the anaesthetic minutes before an operation and could not ask if they are on discovery and now I have to pay 61% of the bill. I had asked before for you to get me specialist and hospital in Pretoria but that didn't happen now I'm responsible for something beyond my control no human element only pushing proceduree and processes to us by the consultant. I do not even earn that much now expected to take what I don't have from my family to pay a Dr that was appointed beyond my control.. Highly disappointed in myself for trusting you