Medihelp Membership help required

I was a member of Medihelp and I went onto a different medical aid, now that I want to re-join Medihelp, even after sending and re-sending previous medical aid membership certificates, Medihelp New Business is still delaying the process of my family and I joining Medihelp. Can someone please help me? Even my broker is frustrated at this dilemma caused by the New Business department of Medihelp. We have sent through all requested and required information. Please advise what further action must be done for my family and I to be accepted back onto Medihelp please?