Discovery non-existent service

I am shocked by the service. I fell pregnant in August 2017. By 2018 the benefits changed, so that actually discovery would cover the prenatal visits. All they did, sent out an email, mentioning that one has to activate the maternity profile online. But hence I was pregnant already I actually wasn't aware of it. Despite them seeing my prenatal visits going off my savings they never alarmed personally about it. After my savings were depleted I realized what was going on. So another problem arose. There was a certain consultant dealing with my case, and he verbally confirmed us that the benefits will be paid out from the date the hospital pre-authorization went through. Another problem with discovery is that one can not get hold of the same consultant and one has to explain the story over and over. So now I'm getting told that we will not paid back and the benefits only paid out from day of activating my profile. This service is absolutely shocking....wehre is the service?