Authorization number

I think it's also time I visit the ombudsman complaint.... I joined this scheme in July just to discover am pregnant. Which I was totally not aware of Called to find out way forward and was advised about a waiting period the sales person did not advise anything about it during the call we had when I joined... so I complained via mail and was send a mail that they will cover the birth of my child.. months after that I went to medi clinic to to apply authorization all documents was sent to my medical aid... they where quiet and only after I called was I told it was declined. Which I just dont get it.. I have proof of the mail that was send to me that the birth will be covered...... next thing I asked was for the voice log between me and the Sales person so I can hear the discussion we had.. I was told I need to call hippo and request it..which I dont think that is my responsibility.

There is no discussions about the voice log I requested cause I believe that is a legal bind between me and them and also no discussions about the approval mail i got from them.. all they do i just decline.. mind you am due soon and very frustrated.. i do understand it's all about the numbers with you guys.. but a bit of clarification and explain as to why it was approved and declined later and why did I have to call and find out what is going on ??? why is it so difficult for me to get the voice log.. ( ***)