discovery medical aid - takes a rocket scientist to uberstand how it works

DISCOVERY MEDICAL AID MEDICAL AID MADE AS DIFFICULT AS POSSIBLE. WHY?II takesa rocket scientist TO understand what their terms and conditions are for example above threshold can, discovery please explain; in layman's terms how does this work? I get a statement from discovery showing my self payment gap is 0.00 yet when I went to dischem on 06/10/2020 to collect my medication Im told that discovery has declined the claim because I have a self-payment gap .I am confused. their website and the bot is so un user friendly