If you dont know... How must I?

I submitted a claim for refractive eye surgery which was declined. Upon calling the call center to inquire why it was declined , i spoke to Gloria Mokgoatjane who could not give me a reason why it was declined. Firstly she asked if i had photos of my eyes which seemed odd. Then she advised they did not have enough information.When i asked what information did she want she could not answer. She then spoke to a team leader who advised the procedure did not fall within the funding guideline. When inquiring what these guidelines are she told me to go onto the internet to check! I mean seriously what kind of an answer is that? I would like someone senior to contact me and give me proper reasons why this is declined as my policy states that i have cover for R6500 per eye? What guidelines is Gloria talking about? Where on the internet must i find this! And for heavens sake please listen to this recorded call and Train Gloria!