Non-disclosure of change

On the 21st of December my husband attempted to add me on his medical aid, we were given the incorrect form and requested to fill in a new form, the was 28/01/2020, we disclosed pregnancy and I was required to provide proof of current medical aid which was done, not once were we informed that there is a time period of changing option, nor were we told that the option selected only covers Helen Joseph (public hospital) and hospitals outside our vicinity, when we asked at the end of February as part of birthing planning inquired about why we were not informed of hospitals and tried to change plans only 2 weeks later in March were we informed that there is a 30 day period after adding a member where we can change plans, we were not informed. The matter has been ‘escalated’ a few time with a ridiculous Turn Around Time of 2 weeks on more with no clear reasoning. I called on 07/05/2021 and was informed that we were not informed of the ability to change plans as it was the last day. I further requested the number for the Ombudsman because as an FSP you should be able to provided it to me, I was instead informed to google it, and maybe I should let this one go by the agent. I’m disappointed by the service, we pay medical aid to have piece of mind that we can go to private hospitals and specialist, this situation with your company has been stressful to say the least. I would like fully transcribed calls from the 28/12/2020 to date and the reason why my request to upgrade was declined. This is unfair treatment towards us. I’m honestly willing to pay more for piece of mind, I’m 6 months pregnant and 2 weeks turn around time is too long.