Poor member verification

I received a claim acknowledgement from my medical aid which was not for my account as I had not been to the store at all on 12/03/2016. I went in to the store and spoke to Jennifer Mashabane at the dispensary who confirmed that someone had collected medication and that my profile was used. She also insisted that she had asked for address and ID confirmation however this could not have been the case. It turns out it was my mother in law who had been to the store after I had demanded view of the signed claim. As we have the same address all that Jennifer confirmed was the address. She continued to claim that she had confirmed my mother in law's ID number but if she had there would not have been a situation at all. My mother in law was in the centre at the time and came to the store. She confirmed that no details other than address and surname were confirmed. What is the protocol for confirming medical aid transactions? I am on Medshield and my mother in law is on Discovery. This in my opinion is a huge risk to both customer and store and proper verification procedure is to be adhered to and followed.