Pathetic GEMS

GEMS has such a pathetic service at pre authorization, I called GEMS for hospital authorization on 24-06-2019 at 15:30 to get hospital authorization for my twins after long holding and pressing all the options got to the consultant and after taking all the details i was advise to send email to *** and was advise 48 working hours will be taken to authorized, well i called next morning to find out if they received email or not spoke to Sadia she advised that she doesn't have any email and she advised me again for 48 working hours, but i told her that my sons are in lots of pain and the need to be in theater on 28/06/2019, well she said i have to wait as they take 48 working hours, i told her that how will i know if you have received my email or not? because i sent email yesterday, then she told me that it is not her but correspond department, so i told her let me speak to correspond department to confirm if they have received my email? she said they don't take calls, so i asked her what should i do? i need to confirm if you have received my email for pre-authorization or not? and i cant see my kids are in such a pain, but she had no answer. How can GEMS don't have proper system in place for pre-authorization why GEMS gives 48 working hours? why there is no auto conformation for emails received? why GEMS let us suffer after paying such a huge amount for health care? why GEMS do not consider pain? is GEMS responsible for tragedy if occur due to their 48 working hours condition?