Incorrect Billing and Poor Customer Service

I visited my network GP for a hand injury, and the doctor advised that I get X-rays and a soft-tissue ultrasound to assess the damage.

Before going for the scans, I double-checked my policy and confirmed that soft-tissue ultrasounds are covered, as stated:

Radiology: 100% of the agreed rate for black-and-white X-rays and soft-tissue ultrasounds. Must be requested by a network doctor (GP) and performed by a network radiologist.

I then went to a network radiologist for the scans.

Four weeks later, I was contacted and told that the bill is still on my account. When I phoned Flexicare, I was told the code is “not covered” because it was a scan on my hand, and that they only cover abdominal scans — even though this limitation is nowhere in my policy wording.

After more than 30 minutes of back-and-forth trying to get clarity, the agent assisting me ended the chat without resolving anything.

I would appreciate it if someone could contact me urgently to assist with this matter, as I followed the policy rules exactly.