Gems customer service non existent

Item: Gems (Government Employees Medical Scheme)
Rating: 1
Author: Henriette S

What on earth is happening at Gems call centre! Since February there is just NO answer at the call centre or the suppliers contact centre. No feedback on emails. We had to admit a patient with a hip fracture yesterday WITHOUT auth. It usually was easy working with Gems but this year it is a nightmare!!!

Helpful (0)

Replies (2)

Gems (Government Employees Medical Scheme)'s replyOfficial

13 Mar 2026, 11:06

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

Gems (Government Employees Medical Scheme)'s reply13 Mar 2026, 11:06

Official

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

Henriette S's updateReviewer Update

13 Mar 2026, 11:27

We have urgent queries but no one answers! Patient that needs to be admitted on Monday are struggling to get auth since 27/02/2026.
Patient admitted yesterday only got an auth today but not with the codes that was send in with motivation etc.

Henriette S's update13 Mar 2026, 11:27

Reviewer Update