Adding beneficiary

My partner joined flexicare 3 months ago. His membership was smooth. We then tried to add my partner's son since end of June. You have to speak to the initial agent that called you for your membership. You cannot contact that person directly. Already sent several mails to request a call back. Nothing! Tried calling during my partner's lunchtimes only to hold for such a long time. Then told that the agent will call. Now, his son has already been without cover going on the third month. The App is not user friendly at all. It's just one big disaster and dead end after another. So flexicare, if you're reading this. Please help to get this child on the insurance policy