Bad Customer Service

I have been using Getsavvi Health for almost 4 years now without any issues. I pay for this medical insurance in which my wife is the main member and myself and the kids are the dependents. We would visit the GP and at times without even having to request for a preauthorisation. 1st it was a consultation which was not paid or settled with the GP and I made enquiries to understand what could have happened but I was assured it will be resolved which was never the case. We moved on to requesting preauthorisation for GP visits and I was able to request and book for anyone in the family. Suddenly there's another division that needs to call the main member and at times they have to check if these people are available or not, I didn't understand that part. Fast forward they call my wife and inform her that she had reached her limit 6 consultations per year, this left me baffled as they insurance promises unlimited GP visits. I want to understand what the hell is going on, since we were never informed of any of these changes. Is Getsavvi going under???