GEMS DO NOT RESPOND

I have been battling to get a claim paid out to my Fahter in law since February 2015. I have phone 100 times I have sent complaints they don't help me they don't answer on complaints but you have to pay a fortune for you medical membership fees. Today I have been on hold for 1 and a half hour and I am not lying!!!!!!<br> <br> I do not know what to do anymore!!!