Incorrect feedback and instructions

My father passed away recently (25th October). My mother was a dependant on his medical aid. She was going to be withdrawn from his medical aid on the 31st October (unsure of his reason). I called Discovery Health on the 30th October asking to put my mother as a dependant on my medical aid. I was told to fill in forms and she will be on medical aid as soon as these forms were returned. I then received an email from Discovery saying that there were no plan upgrades allowed until January next year and that my mother should request to continue her old policy.I called in yesterday to find out what to do. After speaking to the first person (call was cut and she did not bother returning it..she had all the info and I spoke to her for about 30min), then spoke to 3 other people. The final person said that my mother must fill in two forms and give in supporting documents. We must also just email my dad's death certificate and ID and he would be removed from the policy. After completion of forms and scanning and emailing of documents, I received an email today to say this is not possible. We need an executor to contact them. This is after I was reassured that this was not needed.