4 year old

I had a conversation with a consultant for an hour to understand why my child's psychology session was not covered. I was told that it needs to fall under PMB (Prescribed Minimum Benefits), which in this case, is only covered if the person is in the hospital. My concern is why do I have the benefit if my 4-year-old needs to be hospitalized before she can see someone? Later that day, I spoke to a team leader who confirmed on the recorded line (Ntsikelelo Mbebe) that it is covered, but an hour later, I received an email stating that it is not covered. Additionally, I was told that I need to ask the psychologist to send a letter stating the traumatic event that transpired so it can go to review.

I'm frustrated that I'm paying for cover, but when my family needs it after a traumatic event, there is so much red tape.

Explain to me why thats the case