Authorization request is taking too long!

My dad is in desperate need of an authorisation number for a neck Spinal decompression operation. This request was already submitted on the 23rd of May 2026. Every time my mom phones to make an equiry about it your agents tell her to stop calling and that GEMS will communicate. The disrespect for a senior citizen is just shocking. In the meantime my dad is getting weaker by the day. He has started a new case of Cortizone just to be able to use his hands again and for the pain to be of such a nature for him to eat something. This is unacceptable service from GEMS and will take this matter further if something should happen to him due to your incompetence. WE NEED AN ANSWER!