Poor client service and feedback

In May I was diagnosed with a chronic illness-classified under infectious lung disease. I called GEMS in May to convert from basic (Beryl) to comprehensive (Emerald) to be covered for hospital and consultation fees. I was told they waiting for the Board meeting, for option change approval. What does the board have to do with operational decisions. I supp**** medical reports and plead with them but its August and nothing has happened. They also take months to settle doctors fees- settling an April account in August. So all 7 doctors Ive been seeing for various treatment simply request upfront payments for consultants, the hospitals fees arent being settled as well and I pay for medication at the pharmacy. This is why I requested an option change in the first place. When I submit claims after paying, they dont reply within the 48 hour turn around. My employer only subsidises GEMS otherwise I would have joined Discovery or Bonitas. Can someone or the board own up to this?