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Ofentse M

1 reviews | Active since Nov 2021

17 Dec 2025, 20:21

Ex-Gratia Application Nightmare

I am extremely dissatisfied with the handling of my Ex-Gratia application by GEMS. The delay has been unreasonable, with no clear communication, timelines, or meaningful updates provided.

Despite submitting all the required documents and following up multiple times, my application remains unresolved. This lack of urgency and transparency has caused unnecessary stress and financial difficulty.

Ex-Gratia applications are meant to assist members in urgent situations, yet GEMS has failed to process mine within a reasonable timeframe. Customer service responses have been vague and unhelpful, offering no accountability or escalation.

I expect GEMS to urgently review and finalise my application and to improve communication with members. This level of service is unacceptable for a medical scheme that members rely on during critical times.

I request immediate feedback on the status of my application and a clear resolution date.

0
Replies (15)
Gems (Government Employees Medical Scheme)
Gems (Government Employees Medical Scheme)'s reply18 Dec 2025, 13:10
Official
Good day,

 
Thank you for engaging with us.  We are following your message, and feedback will be provided. If you have an urgent query, please contact us on:  ***(members Toll-free number) & ***(providers).

 

 Call Centre Hours: Monday - Friday: 8h00 - 17h00 & Saturday: 8h00 - 12h00.

 Emergency number: ***(available 24 hours)

 
If you wish to submit a compliment, please email us on at ***. 

 

We look forward to receiving your positive feedback. 

 Regards, GEMS 

OM
Ofentse M's update05 Jan 2026, 08:57
Reviewer Update
Good Morning,

The 7 days turn around time for the response has passed.

May you please provide feedback urgently.

OM
Ofentse M's update06 Jan 2026, 11:42
Reviewer Update
Good Day,

Please note that the Main member is on leave, I believe that the response was sent through her work email.

Please advise on the feedback.
OM
Ofentse M's update03 Feb 2026, 09:08
Reviewer Update
Good Morning,

Please note that no consultant reach out to the main, please advise asap.
OM
Ofentse M's update13 Feb 2026, 15:57
Reviewer Update
Good Day,

Any feedback on the 2026 application, as it was said that it should be 2026 quotation, it toke Gems 2 months just to tell us that.

Please advise urgently.
OM
Ofentse M's update16 Feb 2026, 18:58
Reviewer Update
I believe that this whole situation is about the Ex-Gratia application, technically you shouldn’t be asking me that.

I mean there is no communication within your organisation, how do we expect feedback from Gems.

Unprofessional at its best.
OM
Ofentse M's update17 Feb 2026, 13:39
Reviewer Update
Please note that I am cc’d in all the mails that are being sent, so the outstanding documentation was sent 05 February 2026, and from there no communication was received from Gems.

On that note, the member didn’t receive any call today.

Your prompt response will be highly appreciated for once.
OM
Ofentse M's update26 Feb 2026, 16:13
Reviewer Update
Good Day

Still waiting for the escalation feedback.
OM
Ofentse M's update17 Mar 2026, 12:02
Reviewer Update
Good Day,

This complaint was logged in December 2025, till this day there is no feedback.

Can you please advise urgently.
OM
Ofentse M's update09 Apr 2026, 08:57
Reviewer Update
Can we please get an update of the application asap.
OM
Ofentse M's update14 Apr 2026, 09:36
Reviewer Update
Still waiting for the call or any sort of communication, or is it going to be next year?
OM
Ofentse M's update14 Apr 2026, 10:41
Reviewer Update
Is the below the response your referring to?

I want feedback on the application, I don’t want to contact Gems I want feedback.

Dear Sir/Madam,
Please find attached correspondence that was previously sent to you on 19 December 2025.
MEDIA-12707 (1).pdf
Kind Regards,
Customer Experience Department
Please note:
For all enquiries contact GEMS via telephone on ***, via fax on ***or via email at ***.
If the enquiry cannot be resolved to your satisfaction, it can be escalated to the Customer Experience Department by sending an email to ***


OM
Ofentse M's update14 Apr 2026, 10:42
Reviewer Update
The third page that they are complaining about was sent numerous times.
OM
Ofentse M's update14 Apr 2026, 11:14
Reviewer Update
Which was sent again and again and again.
OM
Ofentse M's update14 Apr 2026, 14:42
Reviewer Update
The mails were received and responded immediately.