UNACCEPTABLE SERVICE

On the 11/2014 i took out hospital plans for my sister and myself because we are getting older are probably more at risk medically. I chose Momentum because of excellent experience my mom had as a member. After feeling pain in what she thought was a personal body part. she decided to see a female doc as opposed to the male doc she saw last year for flu. The doc referred her to a specialist who says she has a hernia and must have an op. This was two weeks ago. The op planned for tomorrow was cancelled due to no authorisation. Four different agents today were at times friendly, attacking (she **** about her med history) impatient, abusive etc. She was asked why she changed to a female doc and was even asked why she saw a doc at all last year???. I was hounded last year by agents when purchasing this cover- now we just another client who probably has **** about their history!!!! What is the use i purchase cover for events like this and the cover does not pay out (breach of contract or what) AT NO TIME HAS SHE OR I **** ABOUT OUR MEDICAL HISTORY AND I ASSUME THAT IT WAS ACCEPTED WHEN i purchased the cover, so why now????? What do we do? Will this be authorised or not??