Appalling Service and putting people's lives at risk

I tried using my medical aid to get medication yesterday and later get me and my family checked but could not because Discovery decided to block my medical aid policy. Upon calling, the person I spoke to told me there was a withdrawal request on my policy. I debated that it was not a withdrawal but a transfer from a group scheme to my personal capacity. She later agreed that it was a transfer but told me a document is outstanding. Now my question is, considering I tried dealing with Discovery and refused to deal with me but wanted to deal with HR of my previous employer. Why now block my policy instead of requesting the outstanding document from them. Myself, My Wife and my 3 month old son are at risk of being exposed to Listeriosis and need to get checked but of course I could not do that either yesterday because of Discovery's incompetence, When I was joining Discovery, HR sent an incorrect birth certificate for my son and it was approved and awaited the birth certificate but could use the medical aid, why not that I am withdrawing from the group scheme my policy is blocked. Premiums are up to date but I can't utilise the service I AM PAYING FOR because of Discovery's incompetence putting my family in jeopardy. Should anything happen to Myself, My Wife or My Son I WILL HOLD YOU RESPONSIBLE. I have received the most appauling service from Discovery always having to query things almost every month. This is the second time changes are made to my policy without me being informed.