Poor customer service

This entire week has been a wait process where I received no communication from this medical aid at all. I PAID my renewal, sent through my documents and still received nothing. I now found out my documents can "apparently" not be found however I did everything and submitted everything through their online renewal application link that was emailed to me twice as a reminder to renew my application. When it came to paying my amount I did it but when it comes to feedback or confirmation I receive nothing? Last year this was not the case as I received my contract immediately and it was not even a renewal. I truly feel discouraged.

I have requested multiple times that this renewal application is urgent and spoke with many people on your call centre however I have been told “there is no medical aid other than us that can accommodate international students and you must just wait”. This is not my fault that my documents got lost in your system. I am a student and I have to register. Thinking this is a Student medical aid which is filled with understanding and commitment to students is false.

I had to send my documents again today after a week where I already sent it and this matter is still not urgent to them where I was never reassured that I will get the contract by the end of the day.