Disc-Chem Health

I took out the medical plan with Dis-Chem because of the pricing and chronic medication benefit for my mother. I was instructed to visit a GP with the chronic prescription with my mother to be approved for her chronic medication. I paid for the doctors visit out of my pocket. When claiming the doctors visit expenses back, I have received no feedback. Even replies via email. We received a new prescription from the specialist for which I have paid and was approved by Primecure. The prescription was supp**** to Dis-Chem for approval of the chronic medication. For the last 2 months we could not claim any chronic medication as we did not apply for specialist authorisation. I am paying full price every month for her medication. We cannot claim for the chronic medication as the system at Dis-Chem is still displaying "specialist authorisation required". Will this red tape be removed so that we can claim the medication or can I cancel the policy and take my business somewhere else? Will I be refunded for the expenses on the medication I had to pay out of my pocket for the last 2 months?