Profmed uses loopholes to avoid paying for procedures recommended by first-line practitioners

I have been struggling with this medical aid since I joined just over a year ago. First-line practitioners are not respected for their titles and all patients are forced to get authorisation for every little procedure done. But yet they take too long to provide auth and then because you don't have auth, they refuse to pay for something they knew about and then pay it from your PPS wallet when it should be paid from the dental funds that are available for use at the dentist who is a first-line practitioner and should be given the respect they deserve and not insult us by not paying because they have created loopholes in which to ensure services are not paid for. I had informed the medical aid that my son had braces and as such it is common knowledge that he would be needing retainers once the braces were removed, but they have refused to pay for the retainers stating I did not get prior authorisation and are now refunding me from my PPS wallet. I am so mad that they are helping themselves to my money, when there is ample money in the dental fund for the retainers.