Terrible Service

I am writing this review for unsatisfactory service and no co-operation from Discovery Keycare plus. My mom was admitted in hospital last year and was discharged at the end of November. She was supposed to go for a follow up. When I phone the medical aid I was told 45 days has passed already and mom would have to go through all that process of getting authorisation again. We are talking about an 80 year old person. Surely there can be an exception because she was over by only 8 days. I asked for a manager and spoke to OdwaGoduka who could not assist. I asked for a senior manager and was told that a team leader would call me. This is very frustrating. Please assist