Complete Dissatisfaction!!!

This medical aid is a ***** to keep government employees frustrated. My mother is on the chronic medication plan. She is supposed to take blood tests every now and then. The re was a letter stating “last repeat” which meant she had to do bloods before the medication for the next month would be delivered. This was received 14 Dec 2020. To our surprise we received a bill from Ampath stating that Gems had rejected this claim. When I called GEMS it was only then that I learned that they only cover 2 blood test per annum and so my mom had done bloods 3 times and thus the claim rejected. The misunderstanding was a fault on the part of GEMS as well as the courier company for directing my mother to go for blood tests without explicitly explaining the terms of their scheme. My mother is financially dependent on me and unemployed, I have financial struggles of my own and now I have incurred debt that could have been avoided! ?