Worst medical Aid Ever!!!

My wife and I have been a member with Medshield since April 2015. My wife has been to the doctor a couple of times and every time i go to the pharmacy with a script i was informed that the medication was out of formula, I then had to pay the medication out of my own pocket. When phoning the the call centre the person i spoke to told the formula changes every day. Even over the counter medicine was a problem. And every time the same problem: Out of Formula. The doctors consultation visits was not covered in full either. After phoning the call centre again i was told that i must add the doctor and then it will be paid. I was never informed of this in. The Call Centre is not very helpfull and the agents are very misinformed and not very helpfull. What is the use of a medical aid if everything must be paid????