Pre-authorization for a medical emergency

My husband was admitted to the emergency unit two weeks ago for a motorcycle accident. Everything was fine until the medical aid had to pay. Now they ask that we had to have a pre-authorization for a medical emergency. As if I knew that morning I woke-up that my husband would be in an accident. Now after two weeks of phoning and emailing they aren't coming back to me, bills need to be paid and Fedhealth is nowhere. This is the most ridiculous thing I have ever heard. It has been two weeks of queries to them with absolutely no feedback other than, This e-mail serves to confirm that we have received and are attending to your query.