Poor unacceptable service

My nephew had a life threatening emergency on Saturday and he is on the Momentum medical aid, their monthly contribution is about R2200 monthly for 1 adult and 2 children. He was rushed to their network hospital for treatment. The hospital admitted him upon verifying his medical aid details. Today Momentum is saying they are not covering the hospital bill because the medical aid only covers state hospitals not private what nonsense is this and what is this money covering? Please we need this service provider to take action before we escalate this matter further everywhere. This is very unacceptable. If no action is taken we are terminating this membership and also advise family and friends to stop using this SP.