Please Explain The Logic

Recently I had HUGE problems with my chronic medication and authorisation from. Discovery. A Client Relations MANAGER explained to me that an Algorithm ( A set of rules made by a computer) decided my chronic medication will no longer be covered by Discovery. Needless to say, I was shocked to hear a COMPUTER decided my fate. Let's move to Fridays 04 March 2022 I took my 3 grandchildren to the movies. They are Vitality kids and are eligible for free movies before 7pm. I had permission from my daughter in law to get the digital numbers from Discovery Vitality required for their tickets. I answered all the security questions correctly and gave all the additional information to a very arrogant Shannon Mack. She informed me she could not help me because I'm not listed on their system as a eligible person to access information from my daughter in laws profile. My question and logical thinking is. How come a COMPUTER can decide what CRUCIAL CHRONIC MEDICATION I can and cannot recieved BUT 3 FREE MOVIE TICKETS ARE DENIED TO MY 3 GRANDCHILDREN BECAUSE ACCORDING TO DISCOVERY VITALITY I DON'T HAVE ACCESS TO MY DAUGHTER IN LAWS PROFILE???? PLEASE HELP, I'M STRUGGLING WITH THE LOGIC. I COULD DIE BY NOT RECIEVING THE CORRECT MEDICATION. 3 MOVIE TICKETS FOR MY GRANDCHILDREN WILL DEFINITELY NOT KILL ANYONE. SADLY, I AM HEARING MORE AND MORE FROM FRIENDS, FAMILY AND CHURCH MEMBERS THAT DISCOVERY HAS LOST THE PLOT. CLIENT SERVICE IS NON EXISTENT AND EACH YEAR OUR MEDICAL AID PREMIUMS ARE INCREASING WHILE THE SERVICE IS DECREASING