Getting stood up by Essential Med

There seems no synergy between the call centre and Essential Med managers. We called seeking clarity if they will be covering cervical stitch, that has been recommended by our gyne. The agent did assure us that, it will be covered. Come the day of the procedure, they refused to issue the guarantee of payment because it was a day procedure. They insisted that we get the motivation for changing from day time to admission. After waiting for 4 hours, they declined again, saying they do not cover such procedure. Why couldn't they advise us during the telephonic enquiry instead of us wasting sick leave for this nonsense to and from by Essential Med