poor communication......

We became new members of Fedhealth in Jan '16. Given a 3 month waiting period and were told that we were covered by the scheme in emergencies and should we need to go to casualty or be admitted. We had an emergency and had to go into the hospital one evening. Tests were done to eliminate renal failure and cardiac issues. Luckily all turned out ok. We were not aware of us having to get authorization within 48 hours. I therefore called customer care in beginning of Feb and was told do a motivation. One month later - after me calling every second day - we were told it was declined as it was not part of the PMB - but its ok, they said, just get a motivation from the doctor. We managed to get it and sent it through - but was still declined. It is saddening that we pay so much for medical aid but now sit with a hefty bill, even though it was considered as a possible PMB. Surely symptoms of suddenly swollen legs, ankles and feet mean a problem ? But one is too scared to go to the hospital just incase its not...so question is do we go ? or do we risk dying at home?