Medical aid wont cover for crutches after breaking a leg

I had the unfortunate experience of having to deal with this medical aid. Been with them for years and due to the fact my family was healthy for the most part this chugged along. Recently my child broke her leg and found out after rushing her to the closest hospital that my medical aid covered wasn't accepted. I was shocked as this is reason I have this. Units said they wil not claim and we have to do it. After paying part payments and submitting the invoice getting responses of crutches that not covered at ALL. really!!! You break you leg and they won't cover crutches? With this the balance of emergency visit is not being covered got a email stating R50 of a R1400 billed is to be paid. What am I paying for. Included in this is the horrific experience of having the deal with their suggested GAP cover who tells you that you cannot claim if the medical doesn't cover it at all!!! Meaning no gap cover cause your plan doesn't cover it. I have never had to deal with such a medical that can't even offer basic services in their cover.