Cant get information from Momentum

Momentum is making it very difficult to work with them. We have been members for nearly 4 years now, every time my wife tries to communicate with Momentum they wont disclose or give her any information as she is not on the system/profile. This is absolute nonsense. It is not my job to make sure that Momentum is up to date with our family information. What happens in a emergency and I am not available or there?

Please can you sort this out asap.