False advertising

Hello Peter I need some assistance regarding Medical Aid cover. My parents are 71 and 70, they have been on the same medical cover for many years and it costs them over R10000 a month which is okay because they are covered for when they need it. Earlier this year, my mom went in for a bladder repair surgery, I don’t have the medical name for it but basically for years it felt like her bladder was going to fall out when she was walking. The medical cover they have, advertises that hospital cover is 100% covered. After her operation the hospital has been emailing us and has now sent this issue to their lawyers because the medical aid is only paying R38000 out of a R90000 something bill. They said that this was stipulated in the small print of the preauthorization form, which is not ideal. Surely, if they advertise 100% hospital cover and have always paid 100% hospital cover, the client should be called and informed of the fact that they will only pay less than half or a certain amount. We have emailed the medical aid and they are adamant that they will not pay the full amount. The hospital, rightfully so, wants their money (R55000) but is now demanding it from my parents who cannot afford it. I give them money every month just so they can have money for food and have moved in with them to ease the financial burden to some extent. Every month we are paying this medical aid over R10 000 a month and it is incredibly frustrating that they are not sticking to what they advertise to promote this medical scheme. We do have gap cover and we are contacting them, but I feel the medical aid is not honouring their part. Obviously, there is a lot of other factors that I don’t understand and I am feeling protective over my parents but if I don’t fight for them who will. Let me know if you have any answers for me.