Inhumane treatment

My parents have not been without a medical aid in over 25 years. When they moved to fed health all of the sudden there is late joiner fees. My dad fell from a ladder and injured a disc in his back causing him to hardly walk and loss of his feeling in hands. It was an urgent operation as he could loos his ability to walk causing him to then not be able to work. The doctors wrote so many letters to motivate it but fed health just stated now they need all the medical aid schemes they have been on history. My parents provided over 10 years medical aid numbers and history as they can not find older info. Fed health approved the surgery then not, then approved it again and then not. The correct codes under pmb was sent and still they refused. These people have had medical aid their intire life and hardly ever put in claims just to change to fed health and get told sorry we are still taking monthly contributions but we are not helping you. This is inhumane. Every one at fed health just hands you to someone else and nobody is giving a straight answer