GENESIS IS *********

I am having a very serious issue with Genesis and I am not taking this lightly. My daughter was referred to see a Psychologist and I called Genesis to ask what I had to do. I was advised that I needed to take her to see a Psychologist in order to get a diagnosis and then apply for PMB's. I had duly done this, the Psychologist submitted everything and we waited. I sent an email to follow up and received no response and instead arrived at work the next day with my emails flooded with requests to all of the medica practitioners we have ever seen, asking for full medical history for myself and my two children. When I asked what it was about, I was ignored at first and then received a call from some man from Genesis the next day, after complaining again, who told me this was routine when they received a claim. This is not routine and is instead a non-disclosure investigation which he tried to mask as routine practice. I told him that they can go ahead and get whatever they need to, I have nothing to hide. The letters they sent out on 30 June and 1 July, stated that they needed this is 5 days to prevent disruption to my medical aid. It is now day 8. I sent an email advising that I was aware that this was a non-disclosure investigation and that they were not being transparent in what they were doing but that I am happy to co-operate and that I expect that after 5 days, they will provide a full and detailed feedback and provide the approval she needs, as well as paying for my son's hospital stay for Pneumonia, which they are suddenly also silent on. I sent another email today to advise that the 5 days has lapsed and I expect full feedback. All I received was an automated response saying that they will come back to me as soon as they can. I then see more emails to additional service providers again with the 5 day deadline, so now they are dragging this out intentionally. When I took my daughter to the Psychologist (at my own cost) on Saturday, she advised me that Genesis had told her that authorisation could take weeks and that there was no guarantee it would be given. This was communicated to her, but there has been NOTHING communicated to me. I intend on reporting this to the Council for Medical Schemes and wherever else I have to. The 5 days are up, nothing has been communicated or concluded and now they are ignoring me and attempting to drag this out. I expect someone to call me and sort this out TODAY. I will not leave this where it is. No communication and doing things in an underhanded way what I have co-operated and done everything as I was instructed to. This is unacceptable.