GEMS bad service leaves orphan without cover

Main member passed away in October 2014. Child was only dependant (in Grade 12) on mother's medical aid. After confirming with GEMS telephonically that child can stay a beneficaiary on GEMS till she finishes her terciary education. She will now become the main member and will be responsible for the full monthly contribution. The application forms were completed and faxed throug to GEMS on 2 Dec as well as 12 Dec 2014. After numerous phone calls I was told that no application was received, fax again. Even emails to complain@gems are left unanswered.