No clarity that covers policy!!!

Lodged complaint against Bonitas as my daughter of 3 yrs old burned on a glass stove top whilst I was at work, my domestic called me as this was an emergency took my daughter to Kingsway Netcare and the emergency consultation wasn't covered, I then got a response eventually stating the plastic surgeon was covered and that my savings was depleted, according to Kingsway statement the emergency room consultation wasn't paid. Apparently emergency consultation comes out savings and And we did pay the levy at the time of incident.