Medscheme lack services

Sasolmed/Medscheme i don't know anymore. We are struggling with the process of putting an dependent on Medscheme from the 1th of December 2020.0 On the 17th form was submitted to HR only to found out on the 23rd of December forms not right. WE have then submitted all the documents correctly to HR on the 23rd of December. Where they only send it in on the 5th of January. WE received the Mada Number , From the 5th we are following up with Sasolmed/Medscheme the new under writters Momentum and with the HR. No one wants to assist me. Only have excuses that Hr did not send the documents and HR said they did and provided me with proof. My mother in law membership is terminated on the end of December with Discovery. So now they are without medical aid and not my mother in law is ill. I can't take her to the doctor cause she is with out medical aid. What if she is tested positive for covid ? that is why we need the medical aid and was send in due time. Membership department mentioned that they did not receive anything. I need help as this is getting rather urgent. Your services is poor consultant mentioned will phone me back last week but when i phone today she mentioned she was suppose to phone me with feedback. what if it was your own mother would you do it quicker?