2months to be told an account can't be paid!

I joined FedHealth because it seemed like a great med aid to be on. Now not so much. I had gotten my authorisation for my c section and everything was planned and covered. Then a few weeks after getting out of hospital I get a rejection for a certain account. From day one I have been querying this, every single employee I have spoken to over a two month period has told me this will get covered its just a problem on the system. Twice it got rejected yet still the same answer it should be covered and will be paid shortly. Now I get a email saying it's been rejected. I call the call centre and again it shouldn't have rejected get put through to another dept. But it should be covered go back to claims and speak to a supervisor and I get told no it's a exclusion. Yet why am I being told time and time again it will get paid. If it's an exclusion why don't the staff there know about it. I have wasted my time and money for two months trying to sort a bill out which I was told will be paid to get told now it's an exclusion. This is honestly not how I saw a medical aid treating its customers.