Procedure not paid

My boyfriend had to go to the dentist. Last week. When we wanted to use the medical aid again we where out if funds?? How is this possible. He called the call center where he was told that you now need authorisation to go see a dentist.... Since when? We did not receive any communication stating g that this was necessary. We pay R4000 a month for medical aid and now we can't even use it. No wonder there is so many people looking for other medical aid plans. You are smiling when you take our money. But don't assist when we have to use it. Pathetic