No pre-authorisation for a dental surgeon

I've been referred to have my wisdom teeth removed by an approved dentist on the GEMS beryl option. Reference letter was sent to GEMS, but no approval from GEMS. They need quote from the maxillo facial surgeon but I first need pre-authorisation so that I can see the surgeon for an exact quote. GEMS has sent a letter to my dentist stating that they're the ones to perform the surgery and asking for a price and date... How can this be when they referred me to a dental surgeon? GEMS does not communicate properly and no pre-authorisation has been received and I've been in contact with them since end of last year. This is poor quality service when it comes to authorisation. The day to day benefits are great but GEMS needs to up their game when people need to see specialists or have a minor surgery done. I would like my pre-authorisation that I've been waiting for.