Poor services from GEMS

Hi good day, I am so dissapointed in GEMS,my dependant 06,needs to go for a procedure on the 31st of October 2022.After my dependant has been on a waiting period for 3months and his benefits started on the 1st of October 2022.I tried doing authorisation from GEMS after him seeing a Orthopedic Specialist it was decided by him that my dependant should have the procedure done. I tried doing authorization by GEMS with reference GEM ***8,and I spoke to Irene in Authorization Department.She told me that authorization can't be given and should go for further investigation due to non disclosure issues.Irene also told me that the investigation could take up to 10days.I am so dissapointed in GEMS once again for their bad service.No where on the application was asked questions about if the dependant needs surgery?The only thing that will nor be covered is for psychiatric conditions.I am so dissapointed in GEMS and I want them to get back to ASAP with authorization to this issue.GEMS once again fail its members by declining authorization. If I could change Med Aid again I would have long time resigned from this pathetic Med aid.