Discovery too big to bother to help

Been trying to get my mother on Discovery. She is 75 and now SASSA pensioner. Great Discovery has a plan that accommodates this. However they claim she has to pay a 50% added to her premium cause she had years of not having a medical aid. Filled in forms, which are a duplication of what is on the application form, to which they come back and say, oh ok, we give you a 25% penalty now. She has had a medical for her entire life. Prior this she was on Discovery in the past, probably 3 times. Zero waiting, zero penalties, so someone is too lazy to go into archives to look at history. Discovery agent, i think, has grown too big to now actually take the time to assist. You send him a message and his PA comes back and says just pay the 25% and we can sort in the new year. I declined and said no. How can a SASSA person afford penalties. Please sort it out. Its Monday 18h00 still waiting. A few years ago the Discovery guy would have turned backwards to fix it. I suppose a SASSA person pensioner on a low plan is not worth any effort, the big MONIES ARE with companies. Sad, as I have referred many people in the past to them.

The only time she has been without a medical aid was the past 2 months that she gave up her medical aid to join this plan. At this rate it will be 3 or 4 months with no medical, perhaps Discovery can load more penalties then.

How does the Government allow all medical aids to penalise people. What happens to those that can't ever afford a medical aid, then when they eventually can, they slapped with penalties. It's ridiculous. I've asked Discovery to tell me what years they claim are non medical aid years, so that I can then do the admin work for Discovery, but I'm sure they will still take a monthly admin fee. Perhaps I should Bill discovery