Disillusioned customer during uncertain times

I recently got my sister on our family medical aid since the passing of our mother and she was put on a general waiting period from June until the end of August. My understanding was that she could still use the medical aid for limited services, but when she went to a GP in July for a general check-up and COVID-19 test, the medical aid was not willing to pay the GP visit. On the 10th July my sister, who is a student, got confirmation that she was COVID-19 positive and because the medical aid was not keen to assist, we had to pay for the doctor's consultation, the tests and medication. I spoke with my broker Tashreeq Savahl to follow up, which he did, but still no response from Discovery. To this day Discovery has not had the decency to revert to us. I don't understand how the medical aid can have all these nice initiatives during the pandemic, advertise them, but they are not user-friendly for its customers. Secondly, as a family we also have not received our new medical aid cards and going for medical consultations is always a nightmare because main membership is still under my wife and the change to me as the main member was done last year already. We always have to explain that the main membership change was done last year already. Thirdly, we are on Vitality but we cannot prove when making purchases that we are because the administration part has not been finalized to include all dependents.

I am honestly very disappointed in this service and am looking elsewhere for better service, because if we cannot rely on a medical aid during such uncertain times, then the there is no use paying medical aid fees.