Response to witing period

Firstly it took the medical aid over a month to register my daughter after I moved her from GEMS to Fedhealth to finally register her. When I eventually got the registration I enquired about the general waiting period of 3 months, to which I was asked to send the previous membership certificate to prove she had had cover over the past 90 days in order to waiver the waiting period. I did that, 2 weeks later I get a response that it is not possible although I was told to give prove so the period can be waived. Today calling to enquire about this, the call centre agent kept on telling me to google the Act that is underwriting them to show that cant help me, I was put on hold by Phakama 3 times and on returning to me she kept on telling me about google when she eventually transferred me to her supervisor, Collet who could only respond to me by saying shame, oh, I'm so sorry hey, sorry. I have a sick daughter who has medical aid cover but cannot be helped. this is after being with the same medical aid for over 4 years. I am told they MAY inmpose the waiting period its not compulsory but will not tell me when they may not impose it.