Medihelp cannot explain their own policies

I have been trying to obtain just an explanation from Medihelp since October 2024 till March 2025 as to how they do not see that my son's motorbike accident was not deemed as a medical emergency and expected us to have used a network hospital (to avoid 35% co-payment) under the circumstances since their guidelines very clearly state that one should use the nearest hospital in the case of an emergency. I don't know how many emails I have just asked for a dialogue on the matter! Each reply avoids the questions, Investigating bla bla, reference no bla bla, but the questions remain unanswered. Now they are asking for theatre notes; certainly, one does not go into the theatre to determine if it is a Medical emergency or the fact that theatre intervention from injuries sustained in an accident should probably speak for itself. The frustration of dealing with this medical aid and the time wasted is absolutely scandalous.