Just plain horrible service

I am going to keep this short. My parents have a medical aid, they are pensioners, they get paid their sassa sometime on time and other times later. Their premiums did not go off and I have been trying to sort this out, my mum who is a member on the medical aid always speaks to the medical aid and she is always able to confirm all information then I take over the call and discuss the financials. Today I got Angel on the phone who really tried to help but when her call dropped I had to call back and got another lady on the phone that told me that no one except the main member can confirm details, so what happens if the main member is away and the dependent needs to get treatment or needs assistance, we need to wait for the main member to come back, by that time the dependent can be dead so my question is how do you train people, if one can do it and the other cannot ... please train your staff properly, based on this interaction adn there is 2 of them, I am taking these recordings further because of course you train your people very differently at Momentum and might i just add I held on for more than 26 minutes before she came back to me but my mum said their call together was less than 7 minutes, so what happened she went to get coffee and use the bathroom before she got back to me ... why my parents want to use you as a medical aid is beyond me