I just can't anymore

I am struggling with GEMS once again to send me a medical history report. I do not want it sent to a third party. I will disclose the information to them myself. But each time I request the info, the third party form must be submitted, meaning that to register a third party will take another 7-14 days before they even consider my request. This is for an insurance claim and the reports are crucial to be sent as quick as possible as my family's wellbeing is on the line. I sent an email to complaints department with NO response.