GAP AID - when you need to claim, there are stories

I have had my GAP AID medical insurance with EnvisionSA for a number of years. In August 2015 I sent them WRITTEN REQUEST via email to UPGRADE my policy to include my family, agreed the rate increase and debit order date for this to take place. I assumed this would have been actioned on the other side.

This month I need to actually use my Gap Aid insurance for a small claim - guess what - they never actioned my written request 2 years ago, and my family is NOT COVERED.

I sent them the email that I sent them 2 years ago and said that I had requested the additional premium increase and cover accordingly - they are "investigating" (What? I don't know coz I emailed them my request for amending my policy)... they have been investigating for weeks, probably in the hope my 3 month claim deadline will lapse.

Come on Envision Gap Aid! I've been a good customer for 3 years and this is how I get treated when I want to process a SMALL claim?