Bad Take-on Service

Very disappointed with Discovery. We took up a medical policy for my elderly grandmother. She stays alone in Dbn, and I'm in Jhb for work. Coverage started for her however a medical aid card wasn't delivered. Upon checking with the consultants they said that her plan doesn't allow for cards. We were advised that she should use the digital card on the App or use a membership certificate PDF. Firstly she doesn't have a smart phone and secondly it's ridiculous to expect someone to walk around with a paper, that will tear over time. I informed the consultants that when we took up this plan we were not told that cards aren't available and within the policy documents neither does it state this. A consultant 3 weeks ago said that their team lead had signed off on the card delivery, and that it would be delivered within 10 working days, needless to say we're still waiting. We even offered to pay for a card but this hasn't been accepted- this is quite ridiculous. I haven't been wholly impressed with the scheme and handling of this matter.