No sense of emergency, gems is failing us

Gems is the Worse medical aid and not reliable at all, my mother is in ICU and they busy declining everything even after motivations, My mom can loose her life because of this inconsiderate medical aid, someone whose not responding at all. The medical aid has been paid in full since it was suspended and we received an email stating that it has been lifted and they still have not updated on their side since the 6th Feb. The hospital has been calling the scheme and they keep telling them that it will change after 48hrs and it has been 6 days now. On top of that Gems must refund us 37000 and they not saying anything about that.