No response to document request

I had a c-section delivery on 2 November 2015. I sent an email to Enquires@gems on 10 November to request documentation for my gap cover explaining why a PMB was not covered to the doctors tariff and only to the GEMS tariff and no response . I then emailed the complaints department on 24 November and still no response. All I want if the document so I can proceed with my GAP claim. Please can some one assist me.