Vague terms & conditions of benefits available

My mother has not been well. She fell and injured her wrist. When I went to the physiothe******, I was informed that her day to day benefits were exhausted and there isn't funds available to pay for the physiotherapy. I don't understand this as when I login to my GEMS account it shows that the day to day is exhausted, but there is over R2500 available for physiotherapy. Since when has physiotherapy been part of day to day? What else falls under day to day? Optical, Dentist, ???? I pay R4555.00 a month for medical aid. I don't understand why there's a reduction in benefits, but we pay more every year.