Pathetic service from Gems - Declined hospital preauthorisation

Gems proving poor service yet again! My daughter collapsed at school on 22 Jan. She was taken to her GP who referred her to the hospital as she was unresponsive. This incident happened around midday and she only regained consciousness around 4 that same afternoon. To my utter dismay, I received an sms from Gems today (23 Jan) telling me that authorisation for her hospital stay has been declined citing that she was still in a waiting period. What waiting period? Just because by some unfortunate stroke of luck she happened to have her first seizure over 10 months after joining Gems? She has never been diagnosed with epilepsy. She has never been treated for anything remotely related to that. She has only ever been to a doctor for colds and throat infections. Never in our wildest dreams did we ever think she would be epileptic! What investigations did Gems do that make them assume that this is a preexisting condition? Epilepsy can be diagnosed at ANY age. This is highly unacceptable! I WILL be escalating this if need be.