Greenlight's Care4U very sneaky when need to pay

I made a claim a claim in June 2015 to Care4U to get my rebate for my Virgin active gym premiums, they came back to me and told me that I don't qualify because there a months when I went to gym less than 10 day. They also told me that, I now need to make claims for 3 months instead of 6 months. Ok, so I claimed again in October and they told me that I don't qualify again, this time I was claiming for May, June, July and/or August, September October. I couldn't qualify for the last months as August didn't have 10 days attended. I then requested to only claim for the first 3 months ( May, June and July) and they told me that I needed to have sent the claim for those months within 30 days! but my problem with that is that, nobody informed about that change in claim policy that we now need to claim within 30 days!and the guy I spoke to by the name of Tebogo K. Nkopodi failed to send me any proof that they actually informed or any client about this change, if there's a sudden change in the way we claim, shouldn't the people who claim be told????