Incorrect information

Signed up with momemtum health,currently have my 2 kids and myself on the medical aid,had to be rushed to trauma at chatsmed garden hospital,get there and my wife who was doing the paper work was told she needs to pay R1800 cash before i can be treated,when she asked why she was told momentum will not authorise,so she paid the R1800,when i call into the call centre 1 agent says i get 1 visit per member to the casuality,call again another agent says i get 2 visits per family per year,called another agent she says i can go to the trauma unit as i have not used my visit to the trauma,so its clear that no1 actually knows whats going on and in a time of emergency some1 does not want to worry about finances,thats the point of a medical aid.