no authorization

I went to Montana with an emergency. The hospital send the pre authorisation letter to medihelp. The lady then called medihelp for the authorisations. They said because it is not one year they have to investigate before authorizaing. It was a emergency so i couldnt wait and had to go ahead with the operarion. It has been a couple of days and they stil havent sent me any authorization for the hospital. I have never had a previos case like the one i had so there should not be any reason not to authorize my operation. I am on the prime 1 hospital plan but now they dont send me authorization so what is the point? I also call the claims department but no one aswers. I have been with medihelp for 10 months and not claimed a thing. If anyone wants to join a medical aid please dont make the same mistake i did.