Discovery Health - After months no feedback and all I want to do is add a child?

Discovery Health excels in service in some areas like Vitality = Epic Service and thats great but in other areas like claims and PMB applications = Not so great. Why - some of us are unfortunate to have complicated health profiles with multiple conditions and bleeding medical bills every year, claims need to be allocated against the correct codes and from the correct baskets, consistently people, things are a mess but hopefully we resolve that.

What is truly disappointing and what prompted me to do this, is trying to add a non-biological child that I am soley responsible for to my existing medical aid which has been active since 2004 has after months just gone dead. Multiple requests logged, different email addresses, exec offices, lost track of all the ref numbers, docs sent. CAN SOMEONE IN SOME SORT OF DECISION MAKING CAPACITY PLEASE HELP US RESOLVE THIS ISSUE?