Bad Service

I handle all my mother's financial affairs as she suffers from Alzheimer's disease. She has unfortunately gotten to the stage where she has to wear nappies. She has an appliance limit from which the cost of the nappies are deducted. I ascertained it is 50% cheaper to buy the nappies myself and then claim from GEMS. This would also ensure that her limit lasts longer. I submitted two claims, one in June and the other in July. To date my mother has not received any payment for the first claim. The amount for the second claim has now been paid to the pharmacy. I have tried to communicate telephonically with GEMS and I have emailed the claims to enquiries and complaints numerous times but to no avail. Please help as I do not know which way to turn!