continuation of membership

My late dad was a main member now my mom would like to continue as a main member,I have submitted all the relevant required documents including a new application form,I was told by a call centre agent that I will get a response in 72hours which up until now I'm still waiting for its been over 2 weeks now,today I called call centre and spoke to a lady called Valentia who was rude to me and hung up on me while I was explaining my frustration to her which I find very rude of her.May I please get an update as to whether my mom is still a member or must we start to look for another medical aidam<br> Thanks