Medshield declining to pay an emergency appendectomy while they were not available at the time of the procedure.

So my husband was admitted on a Sunday and obviously the medical aid was not available to give any advise. He was rushed to theatre to have an appendectomy done and due to the nature of the urgency to get the procedure done, the procedure was done laparoscopic. Medshield refused to pay for the procedure afterwards and an outstanding bill of R28k is due to the Hospital. The surgeon even wrote them a motivational letter stating why he chose this path of doing the procedure, but they just simply still decline the claim. I am livid with them.