Using loopholes to dodge chronic claims

Dodging chronic claims even when its approved on their end. We recently moved over from Momentum where my wife's chronic condition was covered to Discovery where she was advised that she would need to do a new application for the chronic benefit. This involved seeing her GP & also some pathology testing. This was completed and the chronic benefit approved, however we now have to service the chronic application testing costs from our pockets (for the GP and pathology) as they only covering costs going forward. This honestly makes no sense as it was required for the application. I informed Sazi that this is an unfavourable loophole that the company is using and leaves a bad taste in the clients mouth but he was not interested. If this is how things starts with your company then ill end it pretty soon