Declined authorisation

I have been paying my gap cover along with my medical aid each month with Liberty medical aid. I recently had to remove my 2 front teeth and got temp dentures while the teeth heal. I am suppose to go for a surgey to complete this process in May, however today i was told that it is denied because the implants are not covered. I also found out that they took my dentures and tooth removale from my savings and not from my gap cover. So when i called the lady firslty did not know that gap cover covers all major denstitry costs, then she said it was cancelled? i have been paying each month and no one called or emailed to confirm this so how is that possible and what have i been paying for then??? So now because i have no savings i cannot go for the surgery that would have come out of the gap and savings, no one seems to know what is going on, i need this surgery as it is from a serious car accident i encoutered a few years back, without this surgery i will continue to get massive painfull infections! This is unacceptable you pay sll that money R2100 a month and when you need them they have all kinds of excuses!