Not helpful with dad's application for medical aid, process is so painful

A few weeks ago I helped my father to apply for medical aid. I was looking for the KeyCare Plus Plan which is the one I have app**** for through Hippo Advisory. My dad was retrenched in 2014 and has not had any income since then. He is dependant on me. Despite explaining all of that to Discovery they have managed to make the success of this application impossible. They have requested so many documents, some which my dad doesn't have. Each time we submit documents, they always come back looking for more documents. We have given them a detailed affidavit explaining that my dad doesn't work and hasn't worked since 2014 but they refuse to help us any further because they want documents we don't have.

At this point even my Hippo Advisory broker has given up on helping me but he can never reach an understanding with Discovery.

What Discovery is doing to my dad is so sad, I am willing to pay for his medical aid because we understand how important it is, but discovery is not interested in helping my dad in anyway. Don't know whether it's because he's unemployed and qualifies to be in the lowest earning bracket of KeyCare Plus or Discovery just couldn't help. Either way, it makes me wonder why they are the number 1 medical aid in South Africa because they sure don't act like it.