NEEDING URGENT DENTAL SURGERY FOR MY SON FROM GEMS

My son fell and hurt himself. His one tooth got pushed up to his gums and needs urgent medical procedure to remove this tooth. My son is swelling up, has high temperature and has pains. The Dentist had a look at him and did ex-rays to check the amount of damage done on 02 May 2018. She told me that he has to be taken to theatre and the extent of the process which should be done. She submitted all required documentation to Gems. I also went to their walk in centre in Pietermaritzburg. These walk in centres are not helpful because they cannot authorise anything, I was given a phone to contact authorisation section. At the authorisation section I was told to communicate with Dental section. The Dental section said I must send documentation via e-mail and it would take 48 hours to process. My son needs to go to theatre on 04 May 2018, I don't have 48 Hours. The person whom I spoke to said I don't have a choice but to wait for 48 Hours. How do you make a client wait for so long for a service they are paying for. My son is in pains and needs urgent surgery and I am being told about 48 hours process. This is nonsense and the worst service ever. What if my son gets infections because the Dentist needs to do surgery asap while there is no infection and to relieve my son from pain. This child is only four years old. Is this medical aid aware that the high temperature can cause my son to have a stroke. What if that happens, will they just say sorry. This is not good enough. I need authorisation done today.

The Dentist called and was told that the documents were received today 03 May 2018 and they would be assessed by another doctor who would then submit documents to authorisation. My goodness why must there be another checking what the treating doctor will do for a four year old. There is no ***** there, this is just a child. Still today there is no commitment that there will be authorisation for tomorrow 04 May 2018.

GEMS is the worst medical aid to be in. They want our money but don't provide service worth our money. We always have to fight to get service