Excuse for a medical scheme

I have been a paying member for almost 10 years. Went for an operation in December. The necessary authorisation was obtained, however when the statement came only 40% of the bill was paid, with the procedure all the sudden decline. After enquiries, I was informed that procedure was initially declined, but I was never notified. The case was "escalated" to see what can be done about the R39000 account that I am left to pay, but no further feedback from Fedhealth. I have never missed a premium for 5 people on the plan and when I needed them, they revert to codes and withdraw an authorisation. It is a disappointment. Even medical insurers would have paid more.