FEDHEALTH RIDICULOUS REQUEST!!

My parents have always been on a medical aid but have had to make do without one this past year because of the low income of the average pensioner and the extremely high costs of medical aid. This is usually one of the 'privileges' to be removed ones you go on pension. But due to chronic medication requirements, we have decided to assist my parents in getting onto a medical, to help them with these high costly items every month. We found a fantastic offer from FedHealth! Both of my parents can full cover for only R1149 p/m. After numerous telephonic and emailed discussions, my parents have completed the forms and later received their welcome to FedHealth pack with the 'fantastic' news that not only are they on a 3 month probation period from 1 Sep, they also cannot receive any of their chronic medication for the next 12 months and have to pay an additional R500 penalty fee p/m because they cannot provide proof for 25 YEARS of medical aid certificates! We tried our utmost to get these certificates, but the norm in South Africa is to keep files only for 5 years! HOW CAN YOU EXPECT THIS FROM PENSIONERS? HAVE YOU NO SHAME OR HART!!