Refusal - Change Option

Morning. I assist my mother with her medical aid. On the 18th November 2025 I emailed the Change Option form to my mother's broker and they in turn emailed it to Member Maintenance. In January 2026 the medical aid contribution was collected but based on the old plan. We followed up why the new contribution was not collected and were informed that the Change Option form was not received in November. The broker took this up with Member Maintenance. Bonitas is refusing to change the plan as the request falls outside the annual option change cut-ff date, despite the proof that we sent the instruction timeously. Extremely frustrated and disappointed with this situation.