Easier to get residency in another country than adding a dependent on Momentum Medical Aid

I have been battling for a week to get our newborn on our medical aid. I sent e-mail after e-mail to follow up only to get automated responses from the membership e-mail address, generating a new reference number with each e-mail. I made sure that all documentation and supporting documentation (birth certificates etc.) were included. I am not sure what the problem is, it seems I will have to reverse the debit order to get someones attention, they just don't seem to care.