Medshield does not want to refund as promised

I and my son tested positive for COVID in July. According to the letter sent to members, we were informed that if you test positive you must send an invoice and results to *** as soon as possible, and they will refund from the Risk-Benefit but now my claim is being rejected because I tested at Dischem drive through testing, not Lancet. This is **************** as it was not mentioned in the letter which Lab we need to go to.