Discovery Vitality what bad ethics treating their clients after accident

We have been loyal discovery vitality members for 12 years. We life vitality and took 5 years to get to Diamond status. We really work hard to maintain this status as it will affect our pension payouts on our plans we have through optimiser packages. I had a terrible car accident leaving both arms broken, 10 surgeries later to fix arms and internal organs (including full hysterectomy), and yet we were still expected to reach my active goals for the year. I asked for exemption and got told to get a doctors letter stipulating why (even though discovery is our medical aid and they can clearly see why) and after going through this received an email back to say that we are very close in reaching our goal and can do so on our own by paying to go for dental checkups and dieticians (already paid for all the other screening tests to try reach it on our own, but due to huge outstanding medical bills not settled by discovery due to our type of plan) we had to fork out another R2000 for dental check ups. I asked them nicely to please reconsider as we literally dont have the additional R2000 for dental check ups. Even ended up crying one day out of frustration with one of their call centre consultants. So yes we can get exempted but we have to pay for screening tests first. Its been 3 weeks since doctors letter, and no final answers yet after calling them twice a week and sending emails, and last resort, we had to go for dental check ups today. We had to literally borrow money on our credit card to just maintain diamond status. Surely i had merit being stuck in hospital beds, not being able to walk or use my arms, and this is how you are treated after they can see that they didnt pay R116 000 of our medical bills, and gap cover also didnt cover the rest. So is vitality truly a smoke screen of perceived benefits? I truly think that Discovery Vitality must review their ethics with regards to rules and regulations not making space for serious illnesses and sicknesses. After this experience, i truly think that our entire discovery packages needs a review through other insurance / medical aid companies. They will get their money back from 3rd party claim, we wont get ours back for stupid unnecessary screening tests that set us back nearly R4500 this year alone.