Why do I bother with a medical aid?

We decided to change medical aids. I researched different medical aids, and decided to phone Bonitas. I spoke to a call centre agent, and explained that we were with the previous medical aid for nine years. My husband and I are both on chronic medication and we cannot afford to wait before we can get our chronic medication. They explained to me that because we were with the previous medical aid for nine years, there will be no waiting period, we will receive our medication straight away and will be able to use hospitals in case of emergencies. I confirmed this with two other agents, who told me the same thing. Last week I sent in the scripts for registration of the chronic medication, and it was declined. Now, according to another agent there is one year waiting period on these conditions. When I told her what the other agents sais, she asked me for.reference numbers. I told her I wasn't provided with any, and she just rep**** that then I have no proof. Is this how they do business? Make.promises to get new clients, and afterwards everything changes and then you have no proof? I was NOT told about any of this.