Medsheild refusing to pay basic services

So I recently went for an eye test as part of my medical aid benefits my optical eye test and part of frame should be covered. Spec savers confirmed the benefits available the difference I covered as mt lenses required were not single vision. How ever when the claim was submitted medshield refused to pay for the basic eye test and R420 towards the frame which is stated in my benefit packaged. I queried this sent an email asking why a basic eye test is rejected the response I got was they need a motivanal letter. A motivation for a basic eye test??? What a joke