Unhappy with my claim

So I recently changed medical aids and changed to Kaelo. And it happeneds that I use glasses as I work on a laptop and pc 247. My optematrist claimed so I can get a set of glasses like she normally does from my previous medical aid. The declined my glasses saying my script is too low. What is a definition of low as I get migraines and teary eyes from using a computer whole day. I'm am not going to pay for the lenses from my own money. They should include that on their contract when one signs up for the insurance