PMB refusing to pay for service that they've been providing in previous years

From apparent who is raising a child with special needs: Our medical aid Bonitas has been paying for our appliances short falls under PMB as the child’s conditions are registered under PMB. This year they are refusing to pay for appliances and we are told to that they will not pay any cent from the PMB I am not told what has changed and what is the reason for rejection this year. I have called them and went to their Pretoria walk in center but I’m not getting any reason why they are not covering the short fall this year and if they have these appliances cheaper where can I get them. The medical aid paid for the same wheelchair from PMB for one of the patients that is using the same service provider it is not clear why it is not paid for my child as the doctor was very clear on how the wheelchair will the same level of care/support will improve the patients day to day life. I have a child with multiple disabilities/chronic conditions. My daughter is 8 years old, she was diagnosed with Hydrocephalus in 2012, latter on she was diagnosed with Cerebral palsy and epilepsy. Over the years we have been acquiring different appliance from our medical aid Bonitas. We have a walker that is assisting her to move around the house and other short distance walking. We have a wheelchair which is for day to day movement especial to school and full day seating. These are our merger life support appliance what we have currently is small as it was bought plus 4 years ago.

My grievance is regarding the following: 1. Why the appliances were covered over the past 4 year on PMB benefits but this year they are refusing to pay? Proof attached 2. How come the Bonitas do pay for other patients for the same appliance and refusing to pay for others? 3. Does Bonitas have a service provider that can supply us with appliances which have same level of care as what the doctor prescribed at their rate?

The most painful thing that Bonitas does is that they don’t even read or look at supporting documents. They are not transparent and they are not consistent. They don’t care about their customers, there is no accommodation and support for people with disabilities.