6 months to wait for MSA payout

membership number *** My mother has had her medical aid for almost 10 years on executive option, she has since cancelled the medical aid in January as she has taken her pension and needs to get her msa paid out but is taken from pillar to post regarding the payment. initially the employers broker moso consulting was advised the payment will be done in JUNE. how is it possible to pay medical aid every month for so long but when they have to pay you, you have to wait for almost 6months. we not given the full information of whats needed and feel its a delay tactic, every week we are required to update something, last draw was the banking details update, we given a 10 page document to complete, not advised which section to complete to only be told two weeks later that it isn't completed correctly which doesnt apply to someone that no longer has cover with them. My mother has advised a consult to speak to me as her proxy because she doesn't understand the jargon being used but i have yet received any call from discovery. instead a frustrated old woman on chronic medication which she cant get because of the hold up of her funds. Can someone contact us to get the correct form sent and payout done.