Red tape, Breach of contract & poor service

So I thought that taking up cover with Oneplan will be the correct type of cover and take care of my mother's hospitalization needs especially given that was what my sales advisor pitched and sold to me at inception stage of the cover over 2 years ago. What a rude awakening to be told that my ailing mother does not have cover for hospitalization and to utilize the general practitioner component part of this pathetic cover was sheer torturer. I called oneplan on Thursday to obtain authorization for admittance to a hospital for my ailing mother , I was firstly told that as sick as she was she firstly needs to go to a GP who needs to treat her and supply a letter of admittance before authorization can be given to the hospital . When I called Oneplan yesterday I was told that I actually don't have hospitalization cover . What to do with an ailing mother who had to eventually be taken to a government hospital after waiting hours and hours the entire afternoon for someone in the call centre to address my concerns . I know exactly what was sold to me but getting access to the sales calls is another mission Oneplan health insurance is a ****, do not waste your thousands of rands .