Claim not paid

I've contacted bankmed on the 3rd Oct ref*** with regards to covid19 medicine. We enquired specifically on medication prescribed by network Dr for covid and the consult advised the all medication will be paid when diagnosed with covid, we can pay cash for meds and claim it back. All necessary information was submitted when we enquired on the payment we where told only certain covid medication is covered. The service is very poor and feel we should be refunded on the costs incurred.