Bad treatment

Gems is a *******, my mother has been with Gems for more than 10 years and In those years she has never been admitted to hospital, she only gets her high blood pressure medicine, however last week she got sick which resulted in us taking her to the hospital, however to our suprise, Gems only paid 1200 from the hospital bill, I'm talking about a pensioner who has never even missed a single month of not paying however They rejected the hospital claim and no communication was sent to us, we only saw the hospital email stating that Gems didn't pay the full amount, Gems is this how you treat your clients, I find it very disturbing and it looks like the medical aid is a *******