Not issuing authorisation

My mother had visited the Out Patients Department at Netcare St Augustines Hospital on 23 October 2015 at 6:55pm and was then admitted to hospital to be seen by a physician. After discharge medihelp requested an update on admission times and clinical information, this was then sent to the medical aid by the hospital. Medihelp is now questioning why didn't my mum see her network GP instead of going to the hospital. How does she see her GP when the GP was closed and when she was complaining of chest pains. Now you'll have not released an authorisation for this reason. Please explain yourselves and provide a valid reason for not releasing the authorisation. Member number is ***.