ADMISSION PROCESS: APPROVED THEN CHANGED TO PENDING WITH NO VALID EXPLANATION

On 2021/12/06 i received and SMS from GEMS stating the following:

GEMS: The Authorization for admission date 18/01/2022 has been approved. Authorisation No: /***4.

I then also received an a letter via email stating authrization has been approved for admission.

due to the severity of my husbands health condition the surgeon requested that the date for his procedure be moved to 2021/12/14.

On 06th December 2021 I contacted GEMS to move the date from 2022/01/17 to 2021/12/14, i spoke to a consultant by the name "Steven" who manage to update the date of the procdure and also confirmed with me that it is approved for the 14th of December and i would be receiving a new letter from gems stating the new date that was provided.

A few hours later I discovered that i still had not received the New letter for admission from GEMS.

I then called the authorization department for GEMS requesting the new letter and there I was informed that the authorization is pending and that the intial " APPROVED" admission letter and "SMS" was sent in error. I was advised by the consultant that the matter was suppose to first go to the underwriting department before approval.

i explained to the consultant that the initial admission letter i have is approved and that the date for the procedure has been moved closer. she advised me that the matter has been escalated to her Supervisor Ms Mary Martin and that this should be sorted out within 02 working days due to the urgency.

I called through to GEMS on 2021/12/09 and spoke to more than 05 different consultants who CANNOT assist me!!!!!! they either dropped the call or put me on hold for close to 30 to 45 minutes per call.

The service that i was receiving is PATHETIC in the least. i was told that this will be resolved in 04 to 07 working days for something that is a fault of GEMS.