Moment and East london private

Had a terrible experience they have a plan called ingwe option where it accomodates low income earners from 500 to 2000 my mother joined as she is unemployed this year March she was admitted at East London private hospital to our suprise the scheme declined her claim saying that they dont cover for the condition she was admitted for now my two questions are where they not supposed to get a pre authorisation before admitting her?secondly hw do they expect her to pay R 42 000 bill fr the hospital if she is unemployed ?why do they have that option if there are conditions they dont cover where must the unemployed clients get money to cover the bill she is now sick and stressed because of this bill?