Unsolved claim paid

On Feb 2022 my problem with Gems they never paid the specialist for my father operation.From that time until 2025.They send me a email and sms it's approved.I went to my attorney to solved the problem .Every time they asked for a authorisation number that they gave to me.The authorisation number was send back on the specialist statement they still waiting for authorisation number.Someone at their offices is not doing their job properly or they don't know how to solved claims.My question is how can you do operation without a authorisation number they sent me the number?Maybe Gems don't care about their clients,the sheriff of the court was standing infront of my door.They don't respond at their enquiries website or deparment.