An additional member was never added by the consultant

After being with Doves Funeral Insurance for so many years. It has been brought to my attention that the member I requested to be added to my policy was never added by the consultant I dealt with via email correspondence in 2017. I provided all the email communication I had with this consultant by the name of Duduzile Myeni, where she assured me that my request has been submitted to the amendments department for processing. I have been waiting for feedback for a whole week. The manager that is handling this query could not provide any feedback for a whole week. After a whole week of waiting for feedback I am told that this query will need to be investigated regardless of the email correspondence I provided as proof. I find it very unfair that as a client of so many years I have to be inconvenienced because of an error that occurred on Doves side. While they undergo an investigation which they can't even confirm as to how long will it take to be resolved. I really find this type of service SHOCKING as there seems to be no security for clients. If a consultant drops a ball, a client must just suffer the consequences regardless of the premiums that have been paid for all these years. I feel so helpless as a client.