Time wasting without telling you up front

Have a health scheme they running but their guys on phone go thru half an hour process only to ask you after spending half an hour on the phone if your medical aid was cancelled a year ago so you dont have to go thru a waiting period their list of so called chronic medications does not cover a lot of the more common ongoing chronic situations like depression , gastric issues, ibs, or panic attacks stress why do they waste peoples time why cant they put all this on thier site so you dont waste time spending half an hour on the phone to them !!! I have sent the email to a local dischem for them to forward