Hospital bills, baby loss and PTSD, poor services from Gems

I fell pregnant last year August and found out in October, my husband and I lost the baby on the 27th of December. I then suffered Post traumatic stress disorder and collapsed in my home on the 4th of February and was admitted for PTSD. Gems declined the authorisation cause apparently I did not disclose that I suffer from PTSD, something that happened due to the loss of my child. We called Gems several times regarding the authorisation and since February till today this has not been solved. We have been following up , every consultant has been telling us different stories, telling us that we need to motivational letters, we’ve sent two motivational letters to Gems and now they’re telling us that there’s a template that we needed to fill, when we asked what form it was they told us it’s a non-disclosure form, my husband then went on to tell the consultant that we did fill in the non-disclosure form, we checked our emails and we sent this form on the 3rd of March already. How is it that this case is taking forever, instead of mourning our child we are busy with the hospital calling us for their money, we are busy calling Gems for feedback and given the run around. Been sent to underwriters, to customer service and it seems no one knows what they are dealing. I am so disappointed in Gems and the services I am receiving. We need this sorted out urgently, the hospital wants their money and has threatened to hand over our account. We have a lot of references we can provide for this case. Now they’re talking about clinical information from a doctor and that was submitted as well. Can we have someone with the relevant competencies to solve this issue.