What exactly qualifies as an emergency?

On 5 Dec my 3 y/o daughter fell and we had to rush her to the ER. On my arrival I was asked for my medical aid information (at no point was I informed that I require authorization for my visit) Keep in mind my daughter's forehead was split open to the skull with blood gushing... Sitting down and calling a call-centre for authorization is the last thing on any parents mind when your child's injured. I pay my membership fees diligently. Heaven forbid you have an emergency and require the services you pay for every month hoping you won't need it.

I was told by a very arrogant Fedhealth staff member to "just pay the bill out of your pocket and forget about it. You already have a R1,000.00 late authorization penalty fee and your co-payment is R500.00. It's the members responsibility to obtain authorization within 48 hours of your hospital visit, this is stated in...." Excuse me, where's your customer service? And exactly what qualifies as an emergency?

How about sending a sms (for next to nothing) to your members who logged emergency visits, kindly reminding them of your ridiculous policies. You have tons to waste on unnecessary bulk promo texts and unwanted call centre calls. But hey, you're just in it for the money right....? Unacceptable!! Emergencies happen, life happens! I have to call YOU to get authorization in order to pay for the emergency services, WOW, just WOW!!

I'm disgusted by the treatment received from Fedhealth representatives.