Bad service

I made a payment with Momentum Health for my fiance and child’s medical aid, beginning of September, i had no idea that the medical aid was terminated, the payment i made was for May June and July, only received a response two weeks ago with a form to re-instate membership, Momentum does not respond each time we send e-mails, now only next premium is due for September and October they send her an email saying that the request to re-instate membership is declined, now a new application must be done for someone who has paid for medical aid already, now once this new form is sent it will take till next year to get an answer, this person doesn’t claim on medical aid we are only paying because there is a child involved, she is on the lowest option because she is unemployed, but nonetheless still has to be treated with same respect as all other Momentum members, why is process taking so long like it has to go through to government for approval