Quite disappointed with the call center support.

So we are looking for medical aid and decided to go with medshield and we aren't even members yet and already have problems. My wife is currently pregnant so we know the pregnancy won't be covered so we enquired if our unborn baby will be covered by the medical aid. We receive a call back from a consultant saying the baby will be covered, my wife insists she wants it in writing that the baby will be covered and she gets told they are not authorized to do that?? how can you call us and say 1 thing but you aren't authorized to send us written confirmation of same?? To top it all off, the agent tells my wife her birth will be covered as it is an emergency from the PMB benefit and even says he is almost 100% sure, only to have another consultant call and say it won't be covered. Can we please speak to somebody who can answer our questions? Are you people just telling your customers anything to get them signed up but later discover that those facts are incorrect?