Disappointed by Gems

My mother has been my dependent on my medical aid since 01/02/2009 when she was 51 years. This year she turned 61 and on chronic medication. An affidavit to renew her membership & to prove that she is still financially dependent on me was sent through. In the midst of being busy - I did not return it in time. Last week, I received a letter terminating her membership. I was not even reminded that I must send through the form. Was someone not able to consider her health requirements before the termination????