Slogan not always true

Friendly warning: Make sure you save sufficient money for medical expenses when you are with this medical aid but nothing is guaranteed. I recently found out that there are procedures that are not covered by this medical aid following review by a panel of so-called medical experts of the medical aid. Even after i had shared medical research results showing the experts that the procedure i am requesting is essential, i was told "we do not cover". And this after their own consultant advised that I get my doctor to write a letter of motivation. Pity the response does not match the slogan.