GEMS why are you ignoring me?This is life or death

I am so very disappointed in GEMS. I had good service in the past from them - but I have been struggling for a month now to get my new chronic medication approved. I told them that it is of high importance, as my meds are nearly finished and I was admitted to a clinic last month for major depression (post-natal depression as well). I asked them please to just indicate to me what is happening, as I need to know - I cannot CANNOT go through another episode again, I have a young baby. But they are taking their sweet time and they are not contacting me at all, after NUMEROUS e-mails from my side. I think it is very poor from a company to ignore its paying clients like this. They have all my numbers and my psychiatrist's number, they can phone either of us if they need any more info. But no, they are just ignoring my pleas. I wonder if we can ignore paying their monthly installments as well. I might give it a go, I think.