Gems doesn’t care about people, poor communication and negligence is their motto!

I’m am livid! I delivered a baby in December last year and oh well I am a gems member, so gems covered the costs pertaining all things maternity. I was then told to add my newborn on the medical aid by submitting their birth certificate within 60 days of birth, then on the 6th of January I did email the birth certificate. A month or two later I received an Sms reminder of emailing the birth certificate, I assumed is a system error but I emailed it again. However, around March or April I received an email stating that my baby has been removed from the medical aid, I was shocked! A couple of weeks later, boom a bill of 8K plus that I need to pay. Why am I being made to pay when I did everything that needs to be done in adding a newborn? Who is at fault here? I called to follow up and the guy attending to my matter at that time (around June) requested that I foward the email to him, of which I did then no further communication since then. Today again I recieved an sms stating I need to pay or else I’ll be handed over. I called and the guy I spoke to then said to me I should’ve put my medical aid no when sending the email. I mean, how was i supposed to know that because I have been communicating with gems using the same email address for a very long time. Secondly nobody told me I would need to do that. Then the consultant said I was supposed to call and follow up, as if you don’t go through enough having a newborn baby.

I’m extremely dissatisfied with this kind of treatment and I’m asking myself is this how we are being treated after years and years of paying gems without even utilising the funds!