Appalling medical aid care by GEMS

The callousness and indifference with which GEMS medical aid treats its members (in this case an ex teacher with 40 years of service suffering from Alzheimers disease) is truly appalling. I have obtained consent from GEMS to act on my fathers behalf due to his condition however they simply take every measure possible to prevent paying for a second critically required Alzheimers medication. It is extremely exasperating listening to non-medically trained people trying to refute a doctors motivation for this medicine. The impatience and impoliteness that the client services people display is also very unsettling. I have been trying to resolve this problem for a year but I am unable to make any progress due to the dishonest manner in which queries are handled. One would have thought that a government organization would look after its own but this is clearly not the case.