Poor response with clients; makes you feel helpless all whilst they debit the account...

My parents have been long standing clients of Fedhealth; however when you need support or assistance one is left helpless due to the unresponsive support they provide clients. My late father (the principal member) of the plan passed away on the 2nd of January 2021. After falling off a single storey roof and landing on the ground; he was rushed to Linksfield Nedcare Hospital. Upon arrival the Doctor (at Linksfield) requested the paramedics transport him to Milpark Hospital (as there were no Trauma Doctors at Linksfield). Once we arrived at Milpark Hospital he had to be resuscitation and administered blood. He subsequently passed away that evening in casualty. According to the Hospital and given the severity of the accident they classified this as a "P1-Situation". YET, fedhealth rejected claims due to "service requires prior authorisation". In that given moment How must one get pre authorisation in a situation like this? My father required blood to be administered in that given moment.

Now Fedhealth have loaded the monthly premium and keep debiting my fathers account for an amount that should be covered given the plan they are on.

I requested assistance from Fedhealth 2 weeks ago and not one representative has reached out to assist. I find this service not acceptable as one is has to either hold on the phone for 30 minutes to speak to someone or wait 40 minutes to speak to the online chat person.

I sent an email to ***; asking them kindly to just re-evaluate the claim.

My reference for our query is 150221QFPMP4.

I am asking anyone from Fedhealth to please reach out and assist.