Poor service by Gems

My child got sick yesterday 2026/03/09, I went to hospital and she couldn't be admitted because gems couldn't authorize and I was informed to go back home with a sick child and come back today 08hoo I got here we struggled to get through to gems and finally when we got the agent I was told that the medical aid can't authorize I must be in a 1year waiting period which was never communicated to me I only knew about 3 months waiting period, my question to the agent was what was there to investigate as it is not a chronic illness she was diagnosed with iron deficiency and needs blood urgently, my child has never been admitted to any hospital previously so I asked the agent if my child should die and she said unfortunately there's nothing she can do, I asked for her name and reference for the call she hung up in my ear