Poor service from Medihelp

Very poor, my wife had an emergency medical condition in which she ended up in a non network hospital, the hospital doctors and referring GP submitted the clinical reports and motivations to the medihelp for review of a possible PMB to cancel the penalty as per the rules but medihelp declined the application. They kept on requesting endless information and even after providing all that information they still refused to pay. This is so unbelievable, to decline the first procedure claim in more that 3 years of paying every monthly premium.