Bad customer service at Gems medical Aid

Kindly assist I have a query with my medical aid since 2016, . This query is for xgratia department...I dealt with different agents, and management..which I have been sent from pillar to post with no joy, till today my query hasn't been resolved..None of them is willing to help. please help me to get my enquiry resolved. This query is for my child dependent 02. My husband had sent numerous emails to the scheme, nothing has been solved, I made numerous calls.. none of the agents is taking ownership.