Disappointing service when trying to swap medical aid plans

<p>I have had my mum as a dependent on my medical aid for the last year. I am currently changing my medical aid due to a change in employment and have app**** to have my mum stay on Discovery as a principal member. We app**** to downgrade her plan as she is unemployed. I was told that her going onto a Keycare plan from a saver series is seen as an upgrade as there are more benefits on the Keycare. Can someone explain to me how a hospital plan is an upgrade from a plan that covers both day to day and hospital? I am utterly disappointed at the service from Discovery. I am currently waiting to speak to someone from client services for the last 30minutes. I have been trying to complete this for over a week now. I was told by the new business department that underwrites the plan that "we have procedures that we need to follow and we cant personalise the experience for 1000s of members". </p>