Dependant not added and now without cover

I sent in an application to add a dependant in the middle of last year and Discovery refused to add the dependant as she was already on a different plan with Discovery and it was seen as an upgrade. I then waited until December and submitted again. My fiance then cancelled her policy as we were expecting her to be added to my medical aid as an dependant. This has still not happened and after numerous calls I've been unable to get the issue sorted. My fiance has therefore been without medical aid for the last week and we had to drive home from our holiday. I can't believe that Discovery's service is so horrible considering that it's basically an internal move from one policy to another and especially since they only allow these kind of moves during December but then they aren't prepared to process something as simple as this.