Momentums refusal to issue authorisations for new members

My mother, who is an elderly 64 year old lady, was rushed to the casualty ward yesterday, and after the lapse of 4 hours, Momentum STILL had not released an authorisation. She joined the scheme as a member 8 months ago, and this was the first time that she needed to use the medical aid, in an emergency. Eventually the receptionist at the hospital who deals with authorisations, came to ask me if i couldnt please try speak to Momentum, as she was not getting any joy. I then spoke to Shameema from Momentum Health Administrators, who advised that they required clinical history reports from all the doctors my mom has seen in the last 12 months, INCLUDING THE TWO DOCTORS WHO ATTENDED TO HER IN CASUALTY!!!!! Momentum ostensibly emailed the forms to the doctors to sign and return, and after enquiring with Momentum as to whether they bothered to phone the doctors to confirm that they had actually received the forms, her exact answer was "WE DONT DO THAT BECAUSE WE HAVE HUNDREDS OF OTHER PATIENTS TO ATTEND TO". To recap: Medical emergency, no authorisation, momentum emails doctors without confirming that they are even in the office or able to sign the forms, and then makes a patient wait to get admitted. I was also advised by the Mulbarton that in various instances patients actually go home and come back the next day because Momentum doesnt bother to follow up with the doctors. It took me, using my own airtime, to contact all past doctors to get them to complete the forms, and some doctors even advised that they never received any emails from Momentum, which then took me asking the very nice lady at Mulbarton to please email the forms to the doctors on behalf of Momentum. I eventually got all the forms, sent it through myself, and despite having sent through the forms last night at 18:30, there is STILL NO FURTHER PROGRESS. The best Momentum could do was to eventually issue a 24 hour authorisation, and to make it very clear that we would be liable for the bill if there is any adverse clinical history. Pathetic service, and i am very underwhelmed by the staff operating in the call centre.