Gems will not pay for my Arch support/foot orthotics yet I have funds

I submitted a claim for Arch support/foot orthotics in July and to date the medical aid wants to pay R1392 instead of R5378 where as there are funds (R4800). They claim that I don’t have funds and my service provider is claiming for the wrong ICD10 code. I have been following the claim since last month but Gems will not pay yet there R4800 and they want to pay for the silicon insole yet the doctor requested foot orthotics. Gems will not provide us with the correct icd 10 code for me to claim the appropriate funds! The last time I contacted them they said they will send their team leader the complain n he/she will contact me but I have not heard from them since. I will not recommend gems to anyone else anymore! I want the medical aid to tell me which ICD10 code Is for the arch support since they say the ne the service provider gave them is for he insoles. I have used insoles before i dont want them i need proper arch support!