Disputing wating period for a pre-existing dependent.

Good day It’s with a sad and stressed heart that I write this e-mail. On the evening of the 10th of June 2023, I was called into hospital by my brother, who told me told me of my mother’s passing. Alongside me, was my grandmother who fell apart after the loss of her daughter. My mother had placed my grandmother on her medical aid as a dependent and I realized the priority of transferring her to my medical aid as soon as possible, considering that at any point the stress that she was in might also land her in hospital. On 21st of June 2023 I started the process of applying for my grandmother to be added as a dependent on my GEMS Emerald membership (email reference no.:***). I called on the 26th of June 2023 to follow-up on the acceptance of my documents only to be requested to resend the email(s) in a different fashion. I did as requested (email reference no.: *** & ***) and I called them back (same day) as soon as I received the reference numbers for the emails to start processing my application as a matter of urgency, considering how close we were to the end of the month. From that day on, I kept on calling them regularly for feedback and corrections, and I would immediately provide them with the necessary documents as soon as they would ask me for them. I feel unfairly treated, it is as though, they do not want to acknowledge that I started this process early in the month on the 21st of June. Even with the errors that were supposed to be corrected being done so timeously from my side and the constant calls I made to speed up the application, I am very disappointed, with how it turned out. With every passing day as I called, you could sense the level of desperation and frustration rising. I’ve also taken the liberty, to give the reference numbers of some of the calls I made to the medial aid scheme: MH*** MH*** MH*** MH*** MH*** MH*** MH*** MH*** MH*** MH*** MH*** MH*** MH*** MH*** With us grieving and dealing with the pain of our mother’s loss, it’s depressing and leaves one with anxiety considering that my grandmother might breakdown and she won’t have the necessary health care she was used to under my mother’s policy. As you can see with the provided information I did all I can to ensure there was no break in cover and provided the relevant information as and when they requested it. Please help me override this 3 month waiting period.