Bad client service

Last year November, I had to go for a neck operation as an MRI scan that was done, shows that the operation was necessary for me to continue with my life. At that time, I was on Resolution Progressive Flex. They refused to pay for the operation. The lady I spoke to at Resolution informed me that this plan does not cover a spinal operation unless it was caused by an accident and not ageing: I will have to upgrade which I did from 1 January 2018. I was supposed to be operated on Monday, 5 March 2018. Resolution sent through the authorization only on Monday morning – the day of the operation. The operation was postponed to Monday, 12 March 2018 but and here comes the best part of all: Resolution pays for the theatre, part of the hospital but not the surgeons. One day in ICU – I need 2. According to them, the codes given through were duplicated. If they knew what they were doing, they would have known that an orthopaedic as well as a neuron surgeon is required for such an operation and both doctors must obviously get paid. The people authorizing operations like these: do they have any kind of medical background in order for them to make decisions on other people’s expense/lives? My contribution each month to Resolution is R4 660.00 only for me, previously it was R4 171.00 for both me and my husband.. I have to pay the hospital R8 255.00 and the neuron surgeon R15 000.00 out of my pocket. My question now is: why do people have medical aids if we still have to pay so much additional money? Money that normal people does not have. People; please re-consider the medical you choose.