Still Very Disappointed with Discovery Health

So, I am once again disappointed. I did a review on hello peter before, got a call telling me that ex gratia would be in touch. I cannot understand WHY Discovery cannot answer a customers question Properly. This is what I got from a consultant at ex gratia regarding my query: "My question was Why was I denied ex gratia, based on what criteria?" and all I get is probably this system generated letter as per below-

We refer to the 2020 Ex Gratia request received for Mrs Taylor. Ex gratia is a discretionary consideration by Discovery Health Medical Scheme that does not set a precedent, where the Scheme believes that an exceptional situation exists which warrants funding. Discovery Health Medical Scheme reviews the exceptional clinical circumstances and extreme financial hardship of each individual application, while considering fairness to the overall membership. All cases are reviewed on an individual merit and on a case-by-case basis. Based on the information provided in 2020, your Ex Gratia request was reviewed and was declined. The Scheme's decisions are final and cannot be disputed or appealed. - So, according to them, my case is APPARENTLY NOT AN EXCEPTIONAL CASE AND I DON'T SUFFER FROM EXTREME FINANCIAL HARDSHIP!!! Tut Tut Tut Discovery, must I be living on the street to qualify? Very Disappointed. Added to this, Discovery have not even bothered replying to my Daughter's query for ex gratia assistance. Also same letter as I got, Not a plausible explaination.