Terrible service

The service from bonitas has gone down the last three years. i emailed on jan 8 regarding my daughter being admitted into hospital for a tooth extraction and would it be covered. My daughter is 4 and needs to be sedated. Due to never being under sedation and them not being sure if she has an allergy they wanted it done in hosiptal for incase. no one bothered emailing me back till i emailed again saying no one has bothered to reply. Someone eventually emailed on the 15th saying yes about which hospital and that a certain percentage would be covered. I told the dentist to go ahead and book now im getting a decline letter stating that its not covered. so which is it? Please get someone who is trained to reply to me and let me know what i must do. The child is 4 and is in pain and no one seems interested in trying to help her. If thats the attitude i am to receive from bonitas then perhaps i must also show no interest in paying.