*********** pre-authorization and customer service

Fedhealth was phoned for pre-authoriation for a dental procedure. After submitting to all requests for documentation, doing underwriting and non-disclosure investigation, we phoned them on friday 27/11/2020 to find out the outcome. We we're told that the procedure will be approved after a number of codes has been changed. We asked if we should go for the Covid tests and we were told to go. After that the treatment plan and x-rays were asked for and submitted. Phoning them on friday afternoon, they told us the e-mail was received and linked to the file. We were told that we were to receive feedback before 16:00 friday afternoon. Today, the day of the procedure, we arrived at the hospital, still awaiting authorization. When I phoned them, they told me that the e-mail sent on friday was not received. I sent it again. Asking when this will be resolved I asked to be copied in on the email that was supposed to escalate the query. I just received a generic email with no additional detail. Getting more irrate as the morning progressed, I was talking to call center agents not being able or willing to answer the questions I have. I've been put on hold, with nobody answering after being supposedly transferred. Numerous phonecalls later I'm now told that these procedures is not covered under my hospital benefits and will have to be paid from my savings benefit. If this was clarified from the start, this whole issue would have been resolved right at the start. Costs have been incurred because of misinformation. Asking to talk to someone that can answer these questions results in a voice mailbox asking for a message to be left.