Autism Child Suffers At Mercy of GEMS

I requested authorization for a dental in hospital treatment for my 6 years old son who is autistic.

I sent my request on Tuesday, 11 March 2025 and I was told that it would take 24 to 48 hours to process the request. I called on Thursday, 13 March to follow up on my request and I was told that my request could not be traced. And that they would have to contact client services to find it. They eventually found the documents although it now meant that my son could not get attended by the dentist on 14 March 2025 which is the date which the request was for.

Today, 17 March 2025, I receive feedback stating that GEMS was unable to process the request as the diagnostic medical report provided is dated 2022. The email further stated that I had to resubmit an updated medical report.

this does not make any sense to me as autism is a permanent mental disability, it is not curable and that for me to submit another report means that I have to book my child for another assessment with a neurodevelopmental pediatrician and these specialists have long waiting periods, meaning it may take a minimum of three months for me to obtain another diagnosis report for a permanent illness.

Meanwhile my son is in pain still from the toothache.

I need GEMS to tell me what to do in the meantime while I try secure an appointment with a neuropaed for my son. My son has had a toothache since Sunday, 9 March 2025 until now! take in mind that I went to the dentist on 10 Monday 10 March 2025 and the dentist also wrote a motivation stating that my son is severely autistic therefore he could not sit for any x-rays or medical examination.