AARP / United Healthcare Services review: Insurance payment for an ailing relative

My nephew was taken ill and put in the ICU, and while going thru bills and such I found one that said his fathers ins pmt was past due. My Nephew takes care of all his fathers bills and services. He didn't expect to find himself in the ICU and during times of duress it just adds insult to injury that I was not allowed to pay a past due bill in his absence. I spoke with 2 customer service people, and all they could say is that they would send a form so my bother in-law can put me in as a person allowed to pay bills. This is very annoying and doesn't make much sense, or are there a lot of people going around paying other peoples bills. There should be an emergency clause for the allowance of this type of event as my brother in-law lives in my house...!