Angry mother!!!!!!!!!!!

My son went to a GP regarding a keloid on his ear which is giving him an infection he was there after referred to an ENT specialist of which the authorization was approved by discovery! now he needs to be operated we are told that "keloids are an exclusion on my plan" 1. My argument is why was the authorization approved for him to see a specialist and now that the specialist needs to perform an operation I’m now told that it can’t be approved as it’s an exclusion (how was it approved before if it is really an exclusion). This was supposed to be declined from the beginning as we did mention that he has a growing keloid of which it is an exclusion!

the explanation given does not make any sense will be escalating this further. exclusions must be excluded / declined from the plan.