Bad Service

I'm extremely disappointed with Gems their service is really bad, My grandmother who's the main member has been using the medical aid for over a decade and recently she has been experiencing bad service when it comes to Gems debiting their money monthly, they don't and she has to go and deposit the money which takes forever for Gems to acknowledge the payment, they said that she's owing 3 months of not paying and they suspended the medical aid which she then had to go to Gems offices at Pretoria where she had to stand on long queues and for a person who's over 60 years old and has a chronic condition its not safe. We have also been waiting for a dental authorization which is taking forever, I have been calling them but not of the people have helped me all they do is give you reference numbers, Gems is really bad please fix the way you handle situations.