Is this how Key Health operate?

We joined Key Health Medical Aid after we confirmed that we will be covered for chronical medication. We received confirmation that our pharmacist can just activate the chronical medication. On 05/02 I requested my chronical medication from the pharmacy just to hear the consultant forgot to ask a new script from the doctor. I obtained the script and send it through to Key Health just to hear I now need to wait 24 hours before it will be activated. Is this the way Key Health is operating then I think we made a huge mistake to join them. Will go and buy my insulien out of my pocket because I cannot go another day without it.