Authorisation for a medical procedure taking 4 weeks

I have no choice but to belong to this medical aid as I work for a government school. The authorisation for a necessary medical procedure. If not done, it would result in a cornea transplant. The poor service and disgusting customer relations. I cannot even speak to a supervisor or medical expert who keep promising that their medical doctor would speak to my service provider and never do. I spent 2hrs a day for the last 4 weeks trying to get authorisation and no person who has empathy or understanding or feedback regarding this process making assumptions that this is a cosmetic procedure but it is not. Ectasia is a rare stigmatism that builds pressure behind the eye and destroys vision and the cornea. It costs R38 000.00 I work for a school in admissions and now cannot get help from a medical aid who deduct from my salary each month. The human touch has gone from an arrogant bunch of self righteous autobots who follow a script and refuse to have a 'team leader' or Supervisor call or follow up promises when finally going through to a person in charge. It takes half an hour just to prove that I am the member before speaking to them. I have gone through so much stress in this process. My eyesight is degenerating each day and they have not had the decency to phone me to give me some if not any help at all. THIS GEMS MEDICAL AID IS USELESS AND INEFFICIENT. I AM SAD TO HAVE TO BELONG TO THIS BEAUROCRATIC MEDICAL AID WITHOUT EMPATHY FOR ITS MEMBERS.