Bad service, poor communication

I have struggled with Gems in handling inquiries and claims. The current experience I have with them is that instead of paying me for the claim which I submitted to them, they decided to pay the provider. When I submitted the proof of payment as well as the invoice from the provider which indicated fully paid by client.

I am have no confidence in their services at all as I am certain how to deal with them anymore. They don't even call back to indicate or give comfort that they are correctly handling your case. Should there be some missing documents in your communication they will never call you back to ask for further information unless you follow up.

I am very frustrated