Unpaid Claim

My late husband died on 10 May 2018. On 6 Feb 2018 he was hospitalized with authorisation from GEMS for 3 days. He however stayed another 2 days and was discharged on 10 Feb 2018. The first authorisation (for 3 days) was granted on his correct medical aid option which was Emerald Value. However when they extended the authorisation for the additional 2 days it was granted on option Emerald. Clearly a mistake made by GEMS. We have tried to get the authorisation changed for 2 years with GEMS making all kinds of excuses, mostly that it cannot just be changed but the matter had to be be escalated, untill 1 day that I spoke to an agent who could quite clearly understand the problem and she changed the authorisation while we were speaking. An amended authorization was sent to both myself and the hospital the same day. Now their excuse is that the claim must be submitted as a Stale claim, which was done several times in the past. Every time we have to wait for 3 weeks for a reply, which never comes, then the enquiry starts all over again. All my written enquiries goes unanswered and ever so now and then they won't speak to me as I am not the ececutor of the estate, who is my son. He sent GEMS an instruction authorizing me to interact with them as I know the history of all my husband's claims. The latest excuse is that they need a motivation for the hidpitalisation and authorisation for the treatment and medication. Both of which had been submitted to GEMS many months ago. I am at my wit's end and would just like to have this sorted as I am also a pensioner and can do without such worries. It is so sad as we have never had any bad experiences with GEMS since we joined them when they first started.