Bad advice given.

I took a Medshild medical aid via Hippo in December 2021. The sole purpose of buying this medical aid was because I needed a total hip replacement Surgery. I was given a 12 months waiting period and the consultant who sold me the plan assured me that I will be eligible for the operation after 12 months with actually lapsed on 31 January 2023. Now Medshield declined my hospital authorisation for the operation claiming that the joint are not covered on the plan. I feel that Medshield failed to do due deligence on the business they source from their broker, Hippo. Why would they impose a waiting period on something which is not covered at all? I feel de*****ed. I have a voice record of the call when I bought the medical aid and I was explicit as far as my need was for purchasing the medical aid. It also seems that the FAIS OMBUD is hesitant in resolving the dispute.