refusing to help my fiance

My fiance went to collect medicine for my son on my medical aid,which she has been doing since December 2015,just this week,she collected medicine using the medical aid...now they want proof of my id,my medical aid said its ok if she collects meds on medical aid for our son..now they dont want to help her....im working outside the country..i am sorry but thats truely pathetic...my name is juan van der linde.wife karabo moeletsi,son keanu van der linde...between 10:30 and 11:00