Netcare medical aid comes up with excuses every side...

I lost my dad 6 months ago,I needed to put my mum on my medical aid there after.they required so much information and even after giving them everything I could find which was proof of 25 years of medical aid but they require another 5 years proof from 1989 to 1993 unfortunately I cannot go back that far,who do i ask,my dad dealt with this kind of things.now I'm sitting with a monthly penalty.N a 12 month waiting period after being told that it was only a 3 month waiting period.I wish someone could of told me,what a bad medical aid this is,no compassion,no care.absolutely disappointed,I wish I could put my mum back onto discovery like she was before my dad passed.