Rapid downgraded service and benefits

Ive been with Discovery for years, no issues. But this past few months, they’re absolutely ridiculous, refuse to give authorisation, for things Ive been receiving effortlessly for years. They refuse to pay medications now, call centre just says “read your manual” , Ive cancelled my medical aid today, due to pure frustration . They’ve never been like this, sad to see such a great company downgrade so rapidly , for no reason?