Rejection of claims for no reason!

Hi there. Last year, I had no problems with Bonitas when it came to the payment of my chronic medication. This year, since January, I have struggled with the payment at my local pharmacy. Everytime I make a claim, the claim gets rejected. I have sent an email to Bonitas regarding this, and have not received a reply as to why my medication is not covered. According to the app, this medication should be paid for. I am seriously frustrated. What is the point of having a medical aid, if I have to pay for the medication myself?

The same thing happened to my brother with his chronic medication, since January. He also sent an email and has not received a response! What is going on and why is no one responding to our emails???