Pathetic service from GEMS, more than 2 weeks no answers

My mother was taken to hospital on 01/10/2018. The hospital admission was pended for further investigation saying that the condition was pre-existing. They said it would take 4 working days for a decision to be made. Four days later, when we phone to find out what's happening, they said they will phone me, the main member and the doctor. The next day when I phoned, they said they need to contact the Dr for further clinical information. I phoned back a few days later and they said they have sent the case for underwriting, we can not contact the underwriting department, they will contact us. We were told the case will be escalated. During a visit to the walk in centre, we found out, they sent an e mail to the Dr and are awaiting feedback. A call to the drs rooms, and they said he's overseas, there's nothing they can do, they are offline, that must check with the hospital who the e mail was sent to, as it wasn't theirs. On Monday, 25/10/2018, once the Dr was back, we called and was now told their accounts person had the e mail and they will get the Dr to respond. Several calls later, a motivation letter was sent by the Dr and a copy forwarded to us, when I phoned a day later, to find out progress, they said must phone the drs rooms as they will have a reference number when the motivation letter was sent as they can't see anything on their side. Phoned the drs rooms, and the said they don't receive any reference for this medical aid and they can't do anything to help us. Today is the 17/10/2018 and when I phoned, they now say they can't get hold of the Dr. Nobody wants to help us. In the meantime, my mother is suffering. I do not know who to speak to. I keep getting pushed from the medical aid to the Dr and both are useless.I have reference numbers and names of all the people I have spoken to. Every case is unique. Just because the scheme experiences these issues, doesn't mean ever should be punished. They do not even have a line dedicated to dealing with emergencies. I have even complained to the complaints department. GEMS service is pathetic. They take our money and when we need help, they don't want to help. And the Drs attitude and staff stink.