Terrible Communication

My mother is unemployed and has been placed on the highest income bracket for her medical aid, she is on Bonitas Boncap. I have sent through her documentation but did not receive any further communication. Usually, a letter confirming that I am supporting her suffices, and in previous years, if some information was missing, her Broker was notified too. I have always dealt with her income verification. My broker, also sent an email on 04 Jane 2024 to address this issue, and we have not received a response. I have called the call center a few times and they are unable to transfer me to someone that can assist, they just respond by saying that there is no call centre for the finance department, and that I should email my query. This situation is really stressful for my mother, as she is unemployed. I wish Bonitas had a better way of communication. I don't know how to get through to them. She is terrified and wants to switch medical aids.