Claim rejected due to lack of simplicity and communication

I registered myself for Vitality baby when I fell pregnant and received communication that it forms part of the 1000 days baby programme. My assumption was that I am covered for 1000 days with multiple benefits as explained in the letter to me, stating at the bottom that I must remember to register my baby on the medical aid within 30 days of birth, which I did, to ensure that all their treatment is covered. He was born on 6 September and he was added to my medical aid on 27 September. I visited the pediatrician for his 6 wk follow up and the doc submitted my claim only to be rejected by you saying I need to register for the baby programme to enjoy the benefits. I spoke to an agent and they said it appeared I had not registered for the baby programme. Now I ask you with tears in my eyes, what did I miss? I spoke to my broker as well and tried to look for some communication to see where I went wrong. When I logged into my profile to see what I may have missed, it asked me for my baby's name, length, weight and head circumference which I completed and I then received an email saying I have successfully activated the My Baby Programme, really???? No email communication to advise me to complete the missing information and no previous communication advising that the Vitality Baby Programme I activated previously wont suffice when claiming the benefits and once baby is born I need to activate it by completing his birth details online, otherwise my benefits wont be available. Your system is over complicated and instructions under communicated. I now sit with an unexpected bill of R1200 that you refuse to pay!! I have submitted it from my side as well after I got comms that the programme has been activated, only to receive another rejection.