Poor service

I have recently requested for my medical aid to be changed to my personal account as I am no longer employed as I was retrenched. I requested for a change in my plan to a lower plan. The Consultant that was dealing with it has been requesting back and forth for information and does not seem knowledgeable on what exactly is required. Surely a professional in handling this, should be aware of changes such as this in the SA climate? First he requested an affidavit then a bank statement and not getting back to me in time to change it before the 1 April. I now have a massive amount coming up of my account whilst being unemployed. Is this how you treat loyal customers? Can someone ensure that this is done timeously as notice was given by the company in February and I do not understand why I am paying company premiums two months later.