Bad service

My wife was booked on the 28/10/22 into hospital in order to get her impacted wisdom teeth removed as covered by Keyhealth. We received all the quotes as requested for pre hospital authorization. We then submitted them to keyhealth who approved them. After my wife woke up from the operation, a physiothe****** came and attended to her face. We were not notified that there was physio required, and no one from Keyhealth or Denis who are in business with Keyhealth said before hand that there was going to be physio required, even after the numerous calls and reference numbers I acquired from calling Denis and Keyhealth. When the physio put through her claim as it was done while my wife was in hospital, and which should have been covered by keyhealth on their website

I received a reject email from keyhealth saying waiting authorization. I called Denis to ask what is going on with this claim. In which I got bounced back and forth from Keyhealth and Denis where each was blaming the other one for not pre authorizing the physio. In the end, I get told that it will be coming out of my savings, which basically means I must pay for the medical schemes mess up. I have been with Keyhealth for many years with no big claims against them. I followed all their instructions in regards to this matter, and being made to feel like I am at fault. I think not. The amount wasn't big( but could have been a large amount), but it was out of principle that I feel that Keyhealth or Denis should have covered this as we followed all instructions requested by them, and they should have known that physio would have been required, as we wouldn't know that. We now will be looking for a new medical aid, hopefully with better service.