Horrific service

I am horrified at the service I received by one of the consultants at Discovery Health on the phone today. I am a diabetic and rely on chronic medications, they now expect me to pay a levy of 1000 to get my meds when I never had to pay before. consultant says it depends on how the pharmasist submits the claim regarding the insulin if its on the formulary or not- I phoned by doctor now and she said both my insulins are on the formulary but discovery won't pay because of how the pharmacist captured the information? How can it differ so much between chemists? This is scary! If I can't pay the levy then I would be submitted to hospital because I can't get my chronic medication! The consultant was not helpful at all and had a bad attitude. Very disappointing service.