NO MRI - Yet we have not had a break in service

We were on Discovery for many years and never used it for anything, I had to one day have a freek operation, and landed up paying for most of the operation, we then did our investigation and found out that momentum was superior, so we changed over starting on the 01/01/2015, leaving discovery on the 31/12/2014, which means no break between, so then my daughter who is very healthy and they can go back on her medical records, I am now on the phone and now they tell me that they are needing a form filled out by a doctor and not the neurologist, why has this taken so long, I want the phone call pulled from the first time I called in and the person who gave the incorrect information must be dealt with...I am so un-impressed with the service of this medical aid, should have stayed with discovery as I already knew they were bad....