Switching plans a nightmare

I am trying to change our Discovery medical aid plan for our family. This consists of moving 2 people onto another plan. Should be simple in my opinion but has proved an absolute nightmare. I've phoned a several times to confirm everything is in order and every time I phone I'm told it hasn't been done, Discovery knows nothing about my request even though my medical consultants have submitted the relevant paperwork. What amazes me is the complexity and utter confusion that I as a client have to go through. By now I don't trust that you have got it right. This morning an agent said an application had to be submitted again because there was no record . What would you like me to do for you now? Maybe fill out the paperwork myself and personally get it authorized at your office? This is really inefficient service and very bad advertising for your medical aid