Poor service again from Discovery Medical Aid

I have been trying to engage Discovery regarding a renewal for chronic medication. They have declined the renewal citing that the patient doesn’t qualify for the medication. When this reason was queried as the patient has both a chronic and PMB condition and the medication was approved the year before, we were given another reason which was we need a 3 drug regiment, when this reason was queried as he is on a 3 drug regiment they then said the reason was that we had changed the medication without notifying them, this too was challenged as they were looking at data that was 2 years old and not the last approval which included notice of change together with blood tests and motivation letters from the treating physician they said that we need to include another medication which was always on the script. It really feels like Discovery’s response needs to be to decline authorisation without applying any logic or sense to the matter. We asked for a renewal of an already authorised medication for the exact same condition. Every consultant my broker and I speaks to provides a different reason for declining the request. I have escalated the matter in writing twice and allowed them time to respond but not only has there been no response I have unfortunately not even received an acknowledge of receipt. I have read through the reviews and it is evident that customer service is not a priority nor is attention or detail. This is hugely frustrating as the last approval took me 10 months to get and it feels like this is going to be as long. For all this time the medication still needs to be paid for from our pocket.