Claims not paid

Good Day I have had a bad experience with Discovery Health. When I found out that I am expecting, I saw on my plan benefits what i am covered for but saw the benefits didn't kick in. I emailed discovery to notify them and to get info since benefit did not seem to be active. I asked if there were forms i needed to complete as I wanted the maternity benefit. I never got response. You can look up communication (emails) either in Feb/March 2019. I recently decided to contact the call centre and the consultant referred me to the date in which i activated benefit on my phone. I told her that this was an attempt since I had not been getting any response from health. She then put me through to her manager ( not that I requested a manager) but maybe she was unable to answer my question(s). I then spoke to her Manager/Supervisor Aphiwe who informed me that even if I had sent communication asking for assistance, I should have read the annual policy letter that medical aid sends out. The only thing he can do is deal with consultant who never gave me response when I inquired to ensure this doesn't happen again but as for the claim, I should refer to those annual letters regardless of whether I asked for the process or not. The blood tests and Dr visits will not be paid.