Lack of what can only be perceived as a willingness to call your customers & antiquated processes

I wanted to upgrade my medical aid last week Monday (25/11/2024), to be effective as of 01Jan25. I also needed to add my daughter to my package, so before I went ahead with these, I felt it prudent to have an actual voice-to-voice discussion with a Bonitas staff member relating to the new monthly premiums, the Ts & Cs relevant to changing my policy (would there be any penalties for me changing my policy etc) AND adding a new dependant to the policy, as well as if there would be any waiting periods. Basically, I had a few matters that I was concerned about and wanted a 5 minute discussion to get some peace of mind, and of course to get my daughter added to my policy. So I emailed them last week Monday and logged a request for someone to contact me via my Bonitas app. Nothing. On Tuesday I emailed them again and logged a request to upgrade my medical aid but I wanted a call first. nothing. Wed I sent another email, and logged a request for someone to call me back, and I logged a query on their website expressing the same. Nothing. On Thursday I sent a pretty ****py email to them, and logged another request via the app for someone to contact me. I also upgraded my medical aid package on the app either the day before or at this point, as the Annual Window period was due to expire at the end of Nov, so I had little choice but to go ahead and upgrade my package and then try sort out my questions and concerns and the addition of a dependant at a later point (which honestly is somewhat shocking, why should a paying customer not get the courtesy of a call when they ask for 1 and especially when they indicate it is in fact to give you more of their hard-earned money). Along came Friday and another day of zero contact from Bonitas. On Saturday morning I finally got a very generic and lackluster response to the query I had sent on Monday the 25th Nov! & it basically said I needed to print and complete an attached form to have my daughter added to my policy. My thoughts in this regard are twofold: Its 2024 if other medical aids can do this stuff telephonically why cant Bonitas? Also it literally took 5 days for someone to copy-paste and modify what looks to be a standard email template, add an attachment and click send. How is over 100 hours even a remotely acceptable service level agreement time for your company? There was not even a half-hearted attempt at an apology for the length of time it took for them to respond and no acknowledgment of the other messages sent after Monday. It was literally a matter of responding to the least scathing message and then marking that matter and all subsequent complaints and matters as resolved, without actually dealing with the content of the additional matters - re: the excessive length of time to get a response. So no one gets chewed out for not adhering to turnaround times. No one gets a tongue lashing for communications seemingly going unanswered for 4/5 days and causing frustrations to your customers. No one asked "Can we find a better way to do this?" It is just business as usual. Lastly in the generic email there is a part indicating I need to complete and send the dependant form (which entails printing the papers and completing them in ink and then scanning and emailing them back to you - this is not a practical solution, why cant it be captured on your site or portal and documents or pictures of documents be emailed to you re: birth certificate etc?) and only once I have done this will someone be able to tell give me a pre underwriting form. This solution seems a bit antiquated.