Leo Kubheka should not be working for such an amazing medical aid scheme!

I'm on the Maxima Plus which covers unlimited CT and MRI scans. I have been doing follow up scans every 3 months since my diagnosis in 2020 with no problem from Fedhealth, until I spoke to Leo Kubheka last week. Not only did he decline my ROUTINE CT scan with a disgusting attitude but he showed NO compassion and should NOT be dealing with people, never mind cancer patients! He is rude, arrogant and aggressive and leaves a terrible impression of the medical aid. He should be fired as he had no right to decline my ROUTINE CT. I'm supposed to do my CT scan tomorrow morning and I have my doctor's appointment in the afternoon. Do both need to be cancelled because of Leo Kubheka's incompetence? Should a cancer patient's life be put on hold due to Leo Kubekha's arrogance? is Leo Kubeheka going to pay for the CT scan and doctor's appointment which is going to be cancelled?