Option change

My wife and I need to change package. We were not properly consulted before we signed on to GEMS. We have out in claims from doctors that we needed to pay out of our own pocket and we do not get our money back. My wife is pregnant and I want to make change my package to emerald value but I can not do it. The rate of infection in the Western cape is climbing every day and I need to ensure my wife's safety. With the beryl option I can not do it. I really need help with this please. We do not have many doctors in out area covered by GEMS.