Chronic medication 7 months to get an approval and still waiting!

I am really frustrated with Gems to get an approval for my mother’s medication on chronic! We have been struggling from April to get 2 tablets approved. Every time my mother needs to phone hold on for 27 minutes just to try get the correct person to speak to. After numerous calls to Gems and the doctor we still have no approval. No consultant can call and get this sorted out as this is heart pills and my mother needs this to stay alive. She can not afford to pay for the medication as she is 75 years old and a pensioner. How can a medical aid that is supposed to look after there members just not worry???