Impossible to claim for a breast pump!

I am on the Classic Comprehensive Plan and have been trying to claim for my breast pump as per my maternity benefit for the last month. Prior to making the purchase, I logged a query with Discovery (REF ***) to gain clarification on whether I can purchase any brand and from anywhere - even an online store such as Loot or Takealot.

I received a call from Ayanda (If I recall correctly), who indicated that I can purchase any brand from anywhere, and submit the claim as per standard procedure.

For the last month, I have been back and forth with DHMS, they keep asking for a practice number. Of course Takealot doesn't have a practice number! Your employee should have told me that I cannot purchase from Takealot as it will make claiming impossible. She should have advised where to purchase from. She should also have advised all the information that would have to be reflected on the invoice - she did not and made it seem like it would be a simple process to claim back.