Bad service from Medical Aid

This medical refuses to add my grandchild despite all the supportive documents which I have even given them. Worse they have even made it impossible for me to restart the application to add her and yet they have received all the documents that confirms that both parents are unemployed. Parents were once Discovery members and now they can't afford to have a medical aid so far. I can afford my grandchild be her a dependent or an adult dependent. Maybe I must give my 30 days notice of cancelation and get a new medical aid.