Service is appauling

I joined Discovery Medical Aid in August 2020. I was assured by the consultants that my chronic medicine will be transferred to Discovery from my previous medical aid. I discovered in January 2021 from the pharmacy that it was deducted from my acute medicines. A consultant informed me that it has been approved after several phones calls to Discovery in February 2021 . And it is only effective as of the 18th of February 2021???????? My daughter's chronic medicine, I am still waiting to hear from Discovery.