Did not received acceptance letter

I sent gems a completed application to add my mother on my medical and a nice gentlemen phoned me that they have received the application. About a month later I checked online and saw she has been added. I noticed that there's a three month waiting period which was not an issue. After three months I called their offices only to find out they have removed my mother from the medical aid, reason being I did not sign the acceptance form. All my mails I receive them at my work address, however I never received anything from them. Now I'm asking myself what kind of the institution treats their client in such a manner. They removed a dependent on my plan without consulting me. if they noticed that the acceptance letter was not signed, why was I not consulted telepathically or via email. Every time you call their offices, you are required to verify your telephone number and email address, however they not using them. Poor service form GEMS. No wonder some government employees would rather pay more by using other medical aids.