Claim submitted but not paid since December 2019

My wife (beneficiary 01) and my son (beneficiary 02) visited Medi clinic in Paarl for an emergency on the 21 December 2019. I paid for the services in cash to Medi clinic in Paarl for both of them. I subsequently submitted the claim, together with all supporting documentation for both beneficiaries via email, to GEMS in order for me to be reimbursed.

To date I have only been reimbursed for my wife's consultation (beneficiary 01) and not for my son (beneficiary 02).

I have phoned GEMS numerous times to notify them of this. They assured me that it will be paid and they traced the documentation for my son (beneficiary 02). This morning I received my claim statement and again it indicates code 9609 - duplicate claim submission. It appears that my wife's consultation (beneficiary 01) keeps being reprocessed and I keep on getting information that its a duplicate claim.

The claim relates to my son (beneficiary 02) - Can this claim please be settled to me immediately as I am now tired of phoning GEMS to notify them of this error which keeps on reoccurring.

The latest reference number which I have is MH*** where the consultant confirmed that it will be paid by end of March 2020.