Unreasonably Declining to pay out

My wife is a coastal saver and gave birth to our daughter 10 weeks ago. She had planned a home birth with my midwife for whom we had pre authorized costs of R17000. Discovery only agreed to pay R4000. Unfortunately due to an emergency she had to transfer to the hospital (part of the coastal network), her gynecologist had to deliver baby. I was charged R32000 of which you guys only paid the agreed amount for my midwife. We ended up having to pay for both midwife and hospital. She reached out to you guys again attaching a letter from my midwife stating that the transfer to the hospital was an emergency and you guys declined due to "voluntary use of a non designated provider". I am very disappointed! She's been paying almost R3000 every month for her premium. Transferring to the hospital wasn't voluntary. It was necessary because she had been in labor for over 30 hours. Therefore it wasn't pre authorized because I never planned to birth in a hospital. If it was pre authorized you guys would have covered it anyway. Is this how you guys do business? Horrible service and we are certainly going to escalate this. What you guys are doing is not right, its ********.