Renal dialysis

I joined gems from the 1st of September 2022 with chronic condition and to date i have not recieved policy document that states clearly what they cover under my condition. Claims were submitted regarding dialysis from september-December none of them have been paid instant i'm being sent from pillar to post. There was no communication that i need to take certain blood test when i joined the scheme with a kidney disease. Can somebody come up with a way forward