Disappointed by the run around on exgratia and non acceptance of gems by specialists. Degeneration of eyes but no help or support but it’s the most important tool in giving my service

Refer to the below complaint, this has been going on for three months now. I got a call to say page 2 was missing and an invoice. I sent page 2 and an invoice in December 2021 I asked if everything was in order I was told yes. Then the went quiet I enquired again then I got another call saying everything was ok they were waiting for the committee to meet and I must send the invoice. I did then in February I was told documents are missing again and they was this years invoice, why 2022 when the doctor did the eye test in November and is charging using last years prices. Why am I paying almost three thousand rand for a medical aid that will give me a run around. If I calculate this amount and not paying for spectacles I would have been finished paying for them. They don’t take into consideration that no doctor wants to accept their medical aid and some specialists you have to pay cash. I am caught in a catch 22 situation right now, it’s my eyes, it’s a mass on my glands (R1400 per session is required) my last born has special needs she needs a psychologist, psychiatrist and speech the****** they all require R1000 and above) which one do I prioritise? All this I’ve been on the medical aid for nine years but now I am as good as someone who doesn’t have. I don’t know I really don’t know. What’s worse public servants haven’t gotten an increase for three years. This is disappointing. I went to test my eyes and I was told I need multiple focal lense. At Specsavers in Medicross Upon that I thought would make a payment but I was told to add 4700 on top of the bill which is 2000 for the test and 2700 for the glasses. I called gems and was told the doctor must make a reference as to why I need the specie glasses and she said she won’t do it because they would say no. Mind you I had multi focal eyesight and never had to make a payment. The poor eyesight came after IOD now because I can’t afford the spectacles I will teach in that condition if I don’t see what’s written I’ll write what I think it is. You can’t give 1800 for spectacles yet the spectacles cost more that 6000. This is the worst medical aid. I am still waiting for an answer. The spectacles were made