irritated by professionalism

Getting irritated by GEMS, 1 year old baby had a tooth that didnt erupt, took the baby to a paediatric dentist, there it was found that the baby also had a tongue tie, doctor/surgeon decided to immediately do Frenulectomy and tooth extraction same day at that time, without consulting with gems for authorisation. next thing im getting extreme hospital bills for something that took less than 10 minutes, told to pay cash when my medical aid that i pay everymonth is supoosed to pay, called gems and was advised to ask for post-authorization as the doctor errored in sending information to them, now im calling dentist and gems up and down for past 3 months to resolve this mess, only to be called by some ill-informed man today for the same case, he knows nothing about the case and is asking 100 questions i cant answer, he can't even look for dates in my profile, very unproffessional , im irritated its more than 3 months now actually im ****ed