Medihelp just takes money and don't like to pay....

Good day. I've been with Medihelp for a couple of years and every year it just gets worse. I pay for medical aid to ensure we are covered whenever needed. Now that my husband has to go in for an operation, it's suddenly stated that a co-payment of 35% must be made upfront. When you email to enquire, they don't respond. This is unacceptable. All other claims get paid from the savings. So why do I need to pay for medical insurance if I still need to pay more? Where should we get the extra funds from?????