Gems is useless

We are extremely frustrated. My dad passed away in September 2022. My mom moved from a dependent to main member on same medical aid Gems. She is now the main member with a new membership number. We are at hospital with her at the moment and now it says that her membership has been terminated. That is obviously my dad’s membership. They don’t want to admit her now unless we pay R32 197.25. Where do they think my mom of 88 years old must get that cash? So frustrated and furious. Can somebody just train the people accordingly to what is expected if them.