Is this normal for Ins cos to deny the consult fee?

Just recevied a bill for my surgeon conslt. and ins. did not pay,remark this service is not covered under your benefit. I call them and they told me not to worry they sent this but my case is just now being reveiwed. He still says it is covered if medically needed. Is this how it usually works? They don't pay for the conslt until the okay?? thanks

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