Disappointing assistance in time sensitive matter

My girlfriend is highly suicidal. I assisted her in getting counseling and got a referral letter and contacted a mental health facility on my own. When coming to Fedhealth for hospital authorization, Fedhealth advises that there is a non-disclosure query as it is in the first year of medical aid. This was also a case with a previous claim where Fedhealth took us through the entire process, found that there was no probable disclosure necessary and then declined the claim. It is disheartening to know that you feel as if you have a medical aid that has your back in your hour of need however they do not assist timeously when needed.

I’m worried my girlfriend might do something to herself and it will be too late due to Fedhealth’s delay.

I feel I need to consult media services due to lack of service from Fedhealth’s side.