Extremely poor service - Momentum Health have no appetite for new business

I have been receiving the worst service from Momentum Health regarding the new Medical Aid Membership for my daughter. The new plan is supposed to start on 1 Jan 2021. However, there is no feedback from Momentum. I spoke to them on 23 December. The consultant promised to revert with feedback. On the 24th I sent an email requesting feedback. On the 29th I received a response for documentation. Was promptly sent the same day. I called the new Applications call Centre twice today. Kept on hold for 15 minutes. The call then gets cut. Called their general Call Centre. The consultant said there was no one working in the New Applications department. I explained my situation to her. She said she escalated the issue.

OK. So if there's no one working in the department, who is going to attend to the escalated issue? I was rudely told that the matter has been escalated. I asked how will I get confirmation of cover. Again I was told it is escalated. When my wife, who is a Financial Advisor, then threatened her that she needs to sort this out else it will be escalated to the Ombudsman, did the consultant commit to follow up

Am I stupid to give my business to a company that does not take new business seriously?