Doctor fees

I was on an essential delta saver plan last year and in late October I sent a request to change to keycare plus as of the January, I did this change with a friend of mine. On the 1st I went to my app and saw that the change hasn't happened I was in pain needing to seek a doctor. I immediately consulted my broker who then said it was escalated I figured I remain in pain, I thought the change will happen same time but it didnt. On the 2nd of January I waited till the afternoon and the change still hadn't happen I couldn't take the pain i went to see my ENT while i was in the essential delta plan, days later my doctor calls to advice my claim was declined because in keycare i had to get a referral from my GP, but when I went to the doctor my package was still in essential delta saver so I couldn't follow a process of a package I was not in. My package only changed on the 3rd of January. Discovery I am not liable to pay my doctors fee I was not the one who made the mistake please pay my doctor. The friend I changed packages with hers was active on the 1st so I know for a fact it wasnt a pending thing