horrible awful service

For more than a week we try to get authorisation for medication ( a drip) that i need to get. My doctor e-mailed the motivation letter and phoned. My husband phoned the medical aid on Thursday they told him they will mark it as urgent. Today when i phoned, the lady told me that it is marked as urgent but i must try again to phone them tomorrow. What is amazing is that when you put the medical aid fees up there is no waiting period, Gems take their money without fail or any waiting period. Just an interesting question if somebody is going to get a heart attack next week must they phone now for assistance. It seems it is all all about GEMS and the hell with the people who's life's is in their hands. Unacceptable POOR service!!!!!!!!