No cover in an emergency

Good afternoon,

My son dropped a tool on his foot this morning and has either fractured or broken some toes.

We went to Netcare N17 hospital as we are covered there according to your terms. The casualty staff called for authorization and were told we don't have cover for accidents. I called in and the consultant put me on hold and then hung up. I called again and spoke to someone that gave me an authorization number. The casualty staff were still struggling as it only authorized R400 cover and my 9 year old needed an xray. We called again and my husband was told to go home and call an ambulance and then we would be covered, alternatively we must come back on Monday.

What an absolutely shocking experience, my child is lying in pain, we were told we had accident cover but when it comes down to it, you don't assist when we actually need you.

I want answers as to why my child wasn't covered! We spent R150 on airtime to try get this resolved. Now we're home again, he's taking over the counter pain meds and has bandage on his foot!