Discovery: Don't pay for Dentist using Sterilized Equipment

I am on Key Care Plus. Went for my yearly teeth clean, and check up, plus also did it to activate the wealth fund. I am frustrated that Discovery rejected a claim for sterilized equipment costs, charging R67 each for their child and husband under "Dental Risk Company protocols." I question the logic of covering check-ups and cleanings but not essential sterilization, raising concerns about whether unsterilized tools are expected. Attempts to get an answer from the call centre and the process to appeal the decision were met with poor customer service, as the representative would not understand and blamed my plan, and when I insisted on giving me the process to appeal she left me on hold indefinitely, making the experience even more frustrating.