BAD // SLOW SERVICE GEMS!!!! NOT HELPING AT ALL !!!

GEMS!! TERRIBLE FEEDBACK!! SLOW BACK OFFICE!!! WE ARE STRUGGELING 5 DAYS ALREADY JUST TO GET A LETTER FROM GEMS TO CONFIRM THAT OUR EMERALD VULUE OPTION DOES NOT COVER TRAVEL INSURANCE. WE PHONED 10 TIMES ALREADY AND STILL NO FEEDBACK!!! WE URGENTLY NEED THIS LETTER IN ORDER FOR US TO SUBMIT OUR TRAVEL INSURANCE CLAIM TO GET OUR MONEY BACK!! COULD SOMEONE PLEASE ASSIST US? NO ONE SEEMS TO BE HELPFULL AT ALL!! POOR SERVICE REALLY!!!