Contradictory information about OTC medicine for day to day cover

My Discovery medical plan provides over-the-counter (OTC) medicine obtained from a network pharmacy, up to a certain specified limit per year, from my day-to-day cover. Discovery state that the categories of medicine they cover can be found on www.discovery.co.za.

After not finding said information on the www.discovery.co.za website, I called the call centre and the call centre agent advised that the categories of medicine covered are scheduled medicines 0-2.

I went to Dischem (a Discovery network pharmacy) on the week-end and asked for an over-the-counter medicine (schedule 2) and asked for it to be put through under my plan type as an OTC allowance (as noted above).

I was told this could not be done as my plan type did not cover this, which contradicts the information provided by the Discovery call centre agent a couple of days previously.

Discovery, please provide clarity on this issue. I would like to use my OTC allowance as per my plan type, yet despite using a network pharmacy and following the medicine category guideline provide by Discovery themselves, my claim was rejected!