Unhappy with the call centre

Unhappy with the call centre - my 9 year old son is sick away from home and when I call GEMS the guy I spoke to said I can only see nominated GPs they don't give approval for non-nominated GPs while it states in the their website that there is 3 visits per year and in previous years I have used them without any hassles, I would call and give the GPs details and get the authorization no but this time I was told I will have to remove his nominated doctor or pay the 30% co-payment, when I asked to speak to a supervisor the lady said I have used the 3 visits for the year, really 9 Jan and I haven't seen any doctor this year at all, then she said she will check the system then after a long wait she came back and said she cannot see the information. She also said only payments can determine if the case is emergency based on the diagnosis code so she cannot give approval to see the doctor, I asked being more than 1000km away from your doctor doesn't that count and she said in her instance she has 1 doctor in Pretoria and another one in Limpopo so that when she gets sick there she is sorted so maybe I should do the same. Now that works for her but that will not work for me coz my son needs to have 2 doctors here in Cape town so that if one is fully booked then I can go to the other one. I am very disappointed with the service that I got coz the least they could have done is to escalate to the next person since they were not sure of how the emergency 3 visits works.