GEMS doesn't not want to pay me

GEMS doesn't want to pay my claim My wife consulted the doctor on 25 March 2022 and we paid cash and submitted the claim to gems. After numerous enquiries I was told to submit the fica document of which I did, today I made a follow-up and I spoke to Cecil who is clueless and not willing to help and I requested to speak to his senior, I am still holding for more that 30min and then doom the line went dead I just need my refund...