Bankmed
Baby and Me not what it says on the box

I registered for the Baby and me program. Before that I phoned the call center and asked them how do i go about claiming. I was told that i need to register first and then claim. On the registration forms are detail required of the doctor. I did not have all the required information and retrieved it all on my first visit. After completing all the documentation with the required information I submitted my application and waited for confirmation. After I've received the confirmation i submitted my first claim. When i received my claim statement i saw that the claim has been paid out of my saving account and not out of my insured benefit as per the baby and me documentation. When is spoke to the call center they said that it's because my claim was before the registration date. How am I suppose to fill in the documentation without the necessary information i need to get from the doctor? Nowhere in the terms and conditions does it state this.