Refusal to approve chronic meds on Bonita's

we joined Bonita's on a concession with our company, when the consultant came to see us i explained to her about my husbands chronic condition and emailed her the list of meds, i then got confirmation from their chronic department that those meds are covered, On the 1st November 2025 our membership was active. I have been trying since then to get them to approve his meds under chronic and NOTHING seems to be happening, They requested his latest test results, which i sent then got told due to his results he doesn't meet the clinical criteria, but his results are good due to the meds his been on since 2023. Then they requested a motivational letter from his cardiologist that was sent to them yesterday the 17th November 2025. This morning i emailed them for feedback and received an email saying they escalated the matter to management. i have been hearing this line since the 3rd of November, clearly if this is all they doing then someone needs to replace their management cos nothing is happening when the matter is escalated to them. All of my husbands meds were covered in full with Sizwe Hosmed and now Bonita's is giving us all these issues. if this is all happening in the 1st month of joining, i can only imagine what will happen should one of us need to be hospitalized. In my personal opinion this is the worst medical aid to join. As a company we should have taken our chances with Sizwe Hosmed.