non payment of in hospital benefit

My grandchild was admitted to hospital with chest infection and was struggling to breath. He needed to have physio to loose up the tight chest. After 4 months and different reason for non payment that include, 2 sessions and then a motivation was needed. Was submitted to themselves as well as the hospital administrator. The hospital administrator approved it, however know i am told that it wasn't a PMB nor was it an emergency. The last was that i don't have benefits, remember the overall hospital benefit is R1,7mill of which we haven't used R50 000 for the year. in the membership brochure we have a limit for out of hospital, which wasn't used this year so far, but nowhere is mention about a monetary limit for in hospital. Only that after the first 2 sessions a motivation is required why more sessions is needed.