Bad Bad Bad Service from Gems medical aid

Good day From November I’m struggling for just a payment for my doctor account that the exgratia department is handling. A Somekele doesn’t come back to me with any Answers, proof of payment. Nothing. I’ve been handed over to the legal department of my doctor's, this is so unfair, after I’ve filled in all the forms and sent the documentation, and everything was in order. Not even 1 phone call, after I’m calling every day for the last month just to know what is going on. And I’m a member from 2013, and this is the first time I app**** for exgratia. Really bad service. Hope somebody can assist me