Very callous treatment of older clients after many years of membership.

I tried to do a continuation of my mothers medical aid, after the passing of my dad in October 2017. We filled in all the forms, paid the relevant dues and then discovered that she had no medical aid and was not covered due to two missing pages of the continuation form. As executor of the estate, I was not informed. The (single) email was sent elsewhere. She is now penalised by a 50% penalty on her premium, due to the 90 day period which has expired. Surely this is procedurally unfair?? At the age of 73 (having been with Discovery for 17 years previously) she is now (at an age that she cannot afford it!) disadvantaged due to a technicality, which we were not aware of.