Correct process not followed by call center staff

I really appreciate Polmed as a medical aid and they really do a lot for me. I just want to ask if I could please get some assistance with my Xarelto. I had a stroke during December of last year and was started on first line therapy to prevent further strokes. There after I again had tia’s while on treatment and my medication was changed to Xarelto, which is really expensive. The medical aid approved it on chronic, for which I am very grateful. Now the chronic benefit is depleted and I have to self fund. This medication is very expensive and I requested a clinical review numerous times, but I am either referred to the apmb department or I am told that Xarelto is not PMB level of care. Since I am unable to use another anti-coagulant I just want a clinical review to see if it can be funded as PMB due to the stroke diagnosis. As I ran out of chronic funds this year and I have not been using it the whole year, I am afraid that I will run out of benefits much earlier next year and with doctors rates skyrocketing I cannot afford co-payments on doctors accounts and the medication. Please assist.