Germ medical card declined and no reason

Gems declined the authorisation for not meeting funding criteria of which you never outlined one or two rather give me a phone call to clarify or email ********** It becomes unfair and unreasonable. after sending this message to this email ********** gems told me to email ********** when I email they send this

DECLINED REASON:

Disclaimer:

Every effort has been made to ensure that all information provided to you is factual and accurate. However, in the event of a dispute, the Scheme Rules shall apply. You can view the Scheme Rules on our website at www.gems.gov.za under the ´About Us´ section on the Menu. The information provided on this correspondence is for information purposes only and cannot replace medical advice from your professional healthcare provider. Please note that GEMS is not a financial service provider and is prohibited by law from giving any financial advice.

I tried going the website I still don't understand. The reason why she went to hospital it was not a kidney failure it was because of diebities the sugar was high.