Claim not being paid

Clearly the only way to get gems attention is to make noise about it as their agents struggle 90 percent of the time to solve the queries on the call I submitted a claim for my child which is on chronic gems is refusing to pay the claim stating that the Auth was done on the 13th of April yethu the doctor had submitted a chronic request for medication on the 29th of march ,gems please pay back the medication that was approved on the auth for my dependent 5