Unacceptable and shoddy service

I am a member of Gems Emerald Option since May 2008. I pay alot of money in terms of contributions for myself and my dependents. In return I expect decent service delivery from Gems. My toe is fractured. My foot and toe needs to be immobile before the bone gets displaced. My medical practioner prescribed a moonboot for that and to promote healing. I was requested by Gems to submit the script, the report and a quotation for the moonboot, in order for the moonboot to be authorized . Which I did. First I was told I had to wait 48 hrs for the relevant department to receive the documents. When I phoned in today I was told that I would have to wait seven working days for a response. I find this unacceptable. I am paying Gems so that I can access priority medical care. Kindly ensure that I receive it.