Complaint about Gems Servicel

I app**** for a medical aid this year with a waiting period of 12 months on pre existing conditions. My waiting period will expire end of February 2020. In November I had a condition that required admission and had to go for admission on the 4th of December. I failed to get authorisation from Gems stating that they have to investigate if this condition is not related to those on waiting period and it will take 4 to 7 working days for them to complete the investigation. It is now 14 days thereafter and they still say there is nothing on the system. I am struggling with my problem. Should I have to die because of this?