Extremely Poor Service from Gems

I am beyond disappointed with the distasteful service that i have continuously received from gems. On 1 April 2019 i sent an application to add my grandmother as one of my dependants on my gems medical aid.according to Gems, she was meant to be on a waiting period for 6 months which meant that her membership would be active on the 1st of September 2019. I called them to confirm her membership in September and i was told that she is not yet active because there was apparently a letter that they posted to me which i was meant to sign and send back. I did not receive any letter from Gems in my post and I have never indicated that i wish to receive any correspondence from via the post. I am now being asked to re apply for her membership which is a huge inconvenience for me and what I find appalling is that her details are reflected on my gems portal as an existing member so I do not understand why I have to send a new application. Extremely dissapointed with such service!!