No assistance for valid chronic request

My husband was diagnosed with Epilepsy in April 2019. I was not aware that he could go on chronic for this condition and was never informed by Discovery. After speaking to someone in the field, I was advised I could claim under chronic as the scheme will pay for the doctor visits and medication. Lockdown happened and I could not get the forms printed and completed. During the year he was diagnosed, I ran out of funds and had to pay for his medication and doctor visits from my pocket. Please refer to your records as I asked the pharmacy to put in a claim every time I paid to have it on record for tax purposes at the time. I would therefore like to request that the chronic benefit is backdated on the policy. I am aware that it can be backdated for a period of 3 years according to the Council for Medical schemes. I sent this request to Discovery in June already and have still not heard anything from them to date. They continue to take the funds from my medical savings every month. As a leading medical aid, I expect more. My fees are not cheap but I pay it hoping to have the assistance I need when I need it. I don't intend to back down until this is resolved. Why do I have to go to this measure to be assisted?