Unhappy member of GEMS

Non payments make by medical aid and logg a complain,but still no answers. GEMS didn't paid almost half of the operation my boy needed after he broke his jaw. They first say it's because the dr's people send the xrays which show only when operation was finish and then it's not according medical criteria. I have to pay now R16000 out of my pocket. Why do we pay medical aid every month? We work for the Government where do I get this money to pay the doctor.