Fedhealth - Change of fedhealth option / awaiting approval of spinal procedure

My husban needs a spinal procedure
We have Flexifed 1 option
The procedure was declined
We have asked to change the package to get the spinal procedure approved
We have not have any reply after sever calls and many half an hours calls to fedhealt
We have login to the Fedhealth app and nothing comes from that either
One of the fedhealth authorisations said we can do the spinal procedure with a co payment??
Fedhealth is not consistent with their decisions
I have asked one lady what package will she suggest for the spinal procedure and she told be Flexifed one. After telling her the spinal procedure was declined on Flexfed one. I have never heard from hear again.