unreliable medical scheme

My son is asthmatic and need to use the huff & puff for his sprays, I when to the pharmacy and they said Gems needs to authorize the appliances before I buy it, I called gems around May and I was advised by the consultant to tell the pediatrician to write a motivational letter, I did that and submitted it on the 18 of July,I did not get any correspondence from them I am the one who had to call the every week for the response, it is only this week after I had made countless calls that they reply and say that they have decline the motivation from the doctor and will not pay for the appliance, such unprofessionalism on the8r part, couldn't they tell me that when I first call so I can make a plan because frankly it would have not been the first Tim they refuse to pay to our medical needs though we pay monthly.imagine being treated like a beggar yet you sacrifice and pay your contribution monthly because you know you have a sick child. I feel the decline was a spite because I kept on asking them why are they playing God in my child's life,to say I'm disappointed is an understatement.