Chronic medication

2017 I complete a application form of Medshield Medical aid for 2018. As per their booklet, the chronic medication are listed, that my family needed, and I have confirmation that this meds will be covered while I'm in my waiting period. On 2 Jan 2018 when I needed to collect the chronic medication, the pharmacy said it was declined, because we are in our waiting period. After many emails and phonecalls, I got the response of... "the Concerta is not covered" But it forms part of the chronic list in the booklet, and Medshield staff confirmed via email that this will be covered. A week ago, a lady phoned me and said she will get me feedback by Friday, 19th of Jan, still no feedback, I even sent an email early that morning, to remind them. The schools started on the 17th of Jan, and my child does not have medication since the beginning of the year. Thank you Medshield, my next step is the Ombudsman tomorrow morning, will send all my emails to them, so that they can investigate.