Health scheme refuses to cover sports benefit that is clearly covered

Utterly disgusting service from DH. I went to the GP because of back pain who referred me to a physio. I could not go to the physio as the health insurance had not activated my sports injury benefit. I did my best to follow up with the health insurance as well as the GP to insure that both of them did their part in order for this process to be followed through thoroughly. I then spent the entire week on the phone with DH asking them what the hold up was and why the benefit had to been activated. Of course I was met with "we're sorry that this is frustrating". Meanwhile still in pain, still unable to visit the physio due to the same injury that didnt magically disappear.