Day to Day Extender Benefit New Policy Pathetic and Impractical

The new policy on how to access Day to Day Extender Benefits is designed to ensure customer frustration in all aspects. I have been a Discovery Health client for several years and always been fortunate to use the extender benefit for my family towards the end of the year for my family when we have ran out of MSA. To my horror i called my doctor because i have a severe condition that requires a cortisone injection for me to regain mobility. i was informed that i could no longer go directly to the service provider but would have to go to a network pharmacy for assessment and depending on outcome refer to me to a doctor. the website indicated that Dischem Killarney mall was a pharmacy offering the DEB but on getting there i was informed that Discovery does not pay for nursing consultations and that i would have to pay for that in cash upfront and also for the virtual consult with a doctor and for the medication.... in general... i had to pay for everything. both the nursing sister and i tried calling discovery for more than an hour and would be put on hold for an average of 12 mins then a the call would be disconnected. we tried several times with the same results and i had to resort to living the pharmacy with no medical assistance. a day later i was able to get through to the rudest most inconsiderate consultant who at one point even smirked at me to ask if i even know the name of the benefit i am looking to get clarity on. needless to say the call ended with him informing me that my options as i have no MSA is to download the Dr Connect robotic app and for further medical call or alternatively go to a pharmacy on the network. i informed that i had been and he said that well Dischem is not on his list. at my current point, i have digressed to being unable to take more than 5 steps without any excruciating pain and i just want to cancel the entire policy just or downgrade to the bare minimum as it is obvious that this medical aid has grown so arrogant and dont care about their customers.