MediHelp new vs current members

My dad had a heart attack 6 days ago. We rushed him to the closest hospital and once he was stable they moved him to a Medihelp authorized hospital. The next morning the doctors operated and put 2 stents in where the artery had collapsed.

Medihelp has said to us that we are new members and app**** limits to the procedure. We are NOT new members! We have been members for about 3 years, the only thing that has changed is that my father is now the main member as my mother moved to her work medical scheme. The consultant explained that, for admin purposes, we are required to obtain a new membership number but this would not affect anything on our scheme.

About a month ago, my father had an operation for an infection. There were no issues from Medihelp and they did not even raise any questions about us being "new members". Now that the procedure is more expensive, all of a sudden we are "new members" and there are annual limits to certain procedures.

The consultant from Client Care could not even answer why we weren't considered new members a month ago and now we are. It sounded like he was reading the same line over and over again because he did not have the answer to my questions.

Medihelp is supposed to provide a Memebership Guideline document that states all these annual limits but we do not have this documentation.

I feel like Medihelp is making up new rules to suit them so they don't have to pay! Nobody plans a heart attack, we'd much rather not have experienced this scary event than try and take money from the medical aid!