Extremely bad service!!!

My mother fell and injured her hip and was rushed to hospital in terrible pain. She was treated by different doctors and a hip replacement operation was done after she was in hospital for two days. This medical aid is now refusing to pay the doctor that performed the procedure. The doctor has even written a motivation that they had requested and provided all the documentation they have requested and he is yet to be paid. My father had to drive all the way to their Sandton offices again today to find out why they are refusing to pay, he has not been able to get assistance, he was told he must ask the doctor for motivation and yet the doctor has provided this information. This is the second time he has had to drive to their offices for this event because they initially did not pay claims on time. The first time they gave him a cheque for the claims that they had not paid for and the cheque cleared some two weeks later. These are pensioners that are expected to drive around to LA Health office s and drive around to pay health practitioners and yet they have a "medical aid" that is supposed to handle this on their behalf. At around a monthly premium of R5000 for two pensioners!! Very disappointing service .....