Same problem for the second year in a row

I submitted a claim to CAMAF last year for a fitness assessment, only to have it rejected. This despite the fact that the procedure was listed on the brochure that was available on the CAMAF website. Upon enquiry, and after having to resort to Hellopeter to get a reaction from the scheme, I was told that the procedure is only covered if I have a positive balance on my MSA. I accepted this explanation, since the balance on my MSA at that time was indeed negative. I still have the email from Tersia Louw, dated 13 June 2016, as proof of what was said.

This year I made sure my MSA balance is positive before going for the same procedure at the same service provider for the same price. Again the claim was rejected.

I am very frustrated at this point because I acted on information that was provided by CAMAF, only to have the same problem again. When exactly can I believe what is communicated to me by a representative of the scheme? Or will it always be a gamble when I try to submit a claim?