Bonita medical aid

My mother is 81yrs old with dementia. She hasn't worked for about 18yrs. Now bonita medical aid is insisting for a whole lot of documentation for the verification documentation to find out how is the medical aid getting paid. Its like the paperwork is not good enough. We have emailed and contacted them plenty times. How am I supposed get like a uif to state she no longer work. She has the medical aid for a few years. And every year its the same problem. This time is the worst. I have even sent a letter from the drs. I have emailed 3mths statement. I filled out all the documents. This has become ridiculous. They want to know where or how the money gets paid for the medical aid. If its not done they will automatically put her in the highest bracket. We have emailed so many times I've sent the documents. Unfortunately I will have to take it further. I will contact my lawyer. If this is not resolved ASAP. They are so useless. What else do they want. Can they not understand. If I had known. I would have never put my mother on this medical aid. Every year is the same story.. this time. Is worse. PLEASE EXPLAIN ASAP.