3 month of queries, 10 days to get an email reply only to be told its suddenly not covered by my plan.

Horrible customer experience, as of Jan 2018 suddenly my contraceptive isn't paid for by the scheme. From being promised its a timing issue and i must keep trying (i tried more than 5 times one month and every month since), to now being told it is not covered by the scheme. I have had my pharmacy calling you, me calling you, asking to be reimbursed, being ignored, emailing again and again - you are never available, plain out ignore my requests or do not resolve it. Emails are only rep**** to after 10 days, what kind of turn around time is that? What is the issue, why is my medication not being accepted on your system suddenly when my plan includes it? And if you have changed the requirements how do you not tell your affected customers. This is shocking service from a company I have been with for almost 10 years, is this how you treat queries? i have about 10 plus claim status emails and no resolution. Ref # ********** 6637. SORT IT OUT or ill find a provider that will.