No covering my bill due to emergency after contacting their call center

So I had an emergency on a Sunday where I got bitten by a dog, i checked my app and it said that we are covered for crest care hospital, called the contact information center and asked if we are covered because I want to make sure, asked what’s needed from my side to go there or can I just go there, I was told yes if it shows on the app I can just go there and I will be covered for my visit, few days later I get a bill that Kaelo don’t want to cover me, I said go check your records I called in asking for information from your call center and you agent on that Sunday advised me just walk in because they are a service provider so I said okay thanks and I went. The number I used to call is my number listed on your system as a client. I am not happy with this outcome due to the fact that I was advised by your mis informed agent they had to direct me in the right way you should cover my bill end of story it was an emergency where I had to get stitch and I already had to pay almost R600 for medication and stuff that you also didn’t want to pay the least you can do is pay my hospital bill.