Ex Gratia cases not considered at all

In essence, I have been a satisfied member of Medihelp since 2016. Unfortunately, one's health can take an unexpected turn that requires some additional assistance. I suffer from mental illness (PMP benefit) and was admitted to a psychiatric hospital earlier this year, depleting my psychiatric benefits. I am currently suffering from a major depressive episode with suicidal tendencies. Subsequently, Ex Gratia was requested for my condition as it holds serious threats to my well-being. It was confirmed that Ex Gratia cases are not considered AT ALL. I do understand that the Medical Aid is under no legal obligation to do so, however, many other schemes consider these cases. I am just so disappointed that they do not even consider looking at such cases based on strong motivation from the healthcare provider.