Extremely Poor Call Centre Service

I am a medical receptionist and have been unable to get through to GEMS Medical Aid since the start of this year to get authorization for patients. Every time I call, I go through all the automated steps, but when it finally comes time to speak to an agent, I end up holding for more than 45+ minutes listening to music, then the music stops and then the call get cut off after a while!

Yesterday I called again to get a hospital authorization for a patient’s procedure. I waited on hold for 1 hour, 6 minutes, and 8 seconds, and once again the line was suddenly cut. Today is the same holding and holding and nothing happens!

This is extremely frustrating, especially when the matter is urgent and relates to medical care.

It is unacceptable and unprofessional that a doctors practice and members have to spend so much time on hold without ever receiving assistance. GEMS urgently needs to improve their call Centre service and ensure that practices and members can reach an agent when they need help.