Bad communication and bad service

GEMS medical aid has really been a disappointment lately.i am currently an independent under my mom and recently I have birth however prior to that I was removed due to being over 21 .The relevant documents were sent to my mother to fill in by their consultant and my mom sent them through on the 22 nd June 2020 ,no acknowledgement of receipt was recieved.Another email follow up wjas done on the 26th June 2020 and still nothing ,27th June I went in for an emergency c -section and when doctor's claim GEMS rejects only to find that the documents we were told to send by the consultant are wrong now they are refusing to pay when all we did was follow what they requested.