No infomation given and rude call center agent

I was taken through to the ER on friday the 18th of march 2016 with shortness of breath and pain, after rushing all over the east rand in search of a emergency gp that would be open after 5, we even stopped at a few pharmacies but not one pharmacist could help and the only option left was the ER. Fedhealth provides member with nice little guideline books, I have read this book, I understood that I need authorization before being admitted into the hospital or before seeing a specialist, but nowhere in the 20 page hand out does it mention that casualties will not be paid if member does not get admitted. So in phoning the customer care center with regards to the bill, a rude consulted told me I should have inquired, which is great the only problem is that when your short of breath and in pain phoning a call center is the last thing you want to do. Especially if you read the hand out and nothing of non payment was mentioned. I feel that it should have been mentioned in the guideline book to avoid customers being surprised by a bill, Also you need emergency GP's on your plans so much less stress for members.