Chronic Medicine for elderley member

My father is 97 years old. He had all his medicines approved on Chronic. When I took him to Dischem, they advised that the medical aid had changed the medicines to Acute instead. I sent them a new script with all medicines listed as Chronic from his specialists. I sent an email query to both their enquiries and complaints email with an automated response that they would get back to me within 48 hours or call me. It has now been longer than'10 days and I need to get him his medicines. I sent another email but no one has rep****.. He is a pensioner and his meds are very expensive, he needs them on Chronic which GEMS initially approved.<br> What gives them the right to put it on ACUTE instead of CHRONIC? I would appreciate someone getting back to me urgently please.