I am completely disappoint at the lack of service

I called Discovery Health on their call centre number *** and I requested to add my mother to my medical aid as my father passed away a month ago and I need to take care of hear. My mother is on the key care plan (**** Plan) and I am on a better plan. For some reason they first said it could be done then they said it cannot be done and refused to add my mother to my medical as they see it as an upgrade and they do not accept upgrades during the course of the year. I stressed that I did not ask my father to die or plan for him to die and I am sure they can override my request if it comes from management. They kept on repeating themselves (Like a script) telling me they will not send my request to management as their decision still stands. But I feel that it is too black and white, I am certain there is a grey area where this can be done. I explained to them that I cannot afford to pay a separate medical aid as I am subsidised by our company. The woman I dealt with was terrible (SHANA). I just feel that they are not doing everything they can do as I am sure an occurrence like this has already happened. if not then what do they have in place. ***. No response as yet