Uncaring medical aid

I called the medical aid GEMS and spoke to Lynette at the pmb department and the call took more than30 minutes and she put me through to another agent and the agent put me back to the line and I spoke to Nomfundo and I asked her to call me back since they kept me on the line for more than30 minutes

Lynette didn't want to send me a decline of the pmb application in writing and I said to her that the response from the medical aid was wanted by the council of medical schemes

I don't understand why I need to be put rather sent from pillar to post just for me to get a response in writing

Why is GEMS rather what are they hiding when they don't want to send the decline of benefits in writing

Fadia when I spoke to her yesterday she said the application from the physio was decided and I said to her I have an application from the orthopedic surgeon and I gave her the icd10 code and she said it was not a pmb but at the council for medical schemes they said it was a pmb

Why are the agents tying to make one feel less of a human by belittling a person because I didn't like the way Lynette came through to me if there's such a term