I have add members but they not covered

I have called in January to add 3 members and I spoke to a lady by the name of Shila and she promise to send me the document showing that I have made changes but she never send anything until I contact ur office last week monday and no one called to explain me this problem WHY IS MY MEMBERS NOT COVERED. I have adedd my mother in law and father in law and the child guess what the only person who is covered is only the child but they debit my money every month and for the past 6 month I would know if I didn't request for policy document I was so shocked last week after I requested the policy document and when I check my members are not covered . I even send an email but no one called me to explain this mess..And what is one of this member's died what gonna happen cause I no that I have covered them but u didn't add them to my policy but every month you debit my money