FRUSTRATION: UNPAID MEDICAL CLAIMS DATING AUGUST 2017

this has to be one of the worst experiences that i have ever had with customer service. i have been sent from pillar to post since last year September (2017) regarding unpaid medical claims for Dr Plani, through Ampath laboratories. Gems did not effect payments because they needed a clinical motivational letter from the Dr as to why he utilized certain codes for blood tests. this information was not easy to get from gems by the way, it took countless phone calls and emails. i have emails dating back last year, on follow ups and have made numerous phone calls with no real solutions to my problem. i cannot count the number of times the phone has been hung up whilst being put on hold, nor the amount of time i have spent on the phone whilst the agents are investigating. today on 17/04/2018 i called twice and spent a total of 1hour on the phone with two different agents. i requested to speak to the supervisor who unfortunately could not come to the phone. upon requesting her /his details, i was informed that the information was private and that i should write to the general Gems Inquiry email. the information i received today was totally different to what i was informed before regarding the combination of codes and the clinical motivational letter. today i was informed that the doctor submitted his claims after 4 months and that this account was too old. I have now been referred to lawyers for these unpaid bills and am willing to take this matter up to court if needs be. judging by the reviews on Hello Peter about Gems, i am not sure that Gems pays attention to Customer Care, an issue that i am going to escalate to the highest level.