Rejecting claims and no feedback

I am very disappointed in the service you have for customers, especially when everything is done per instruction and to the point you guys still want to reject claims, tell me is this done as a tactic to try and make the clients pay. What type of company am I really dealing with. On the 29th of December I was a coastal saver member and conducted a consult via the Dr connect app with a Dr that was covered under day to day extender benefits, I spoke to a consultant as well before conducting this to ensure everything will be covered and now I am shocked that the claim has been rejected when it was done via the connect app and with a Dr that's on day to day extender. It's reallt frustrating that I am sending emails and no one wants to email me or give me a call honestly what is the outcome should I expect. I am really considering switching to another medical aid all because of the service.