Gems exgratia

Gems has been sending me from pillar to post since June trying to apply for an exgratia, since they advised me to do so after rejecting my daughter's claim. They keep on saying my quote is not visible or i should convert to word. Its been 1 excuse after another. The funny thing is that the call center consultants don't see anything wrong but when it gets to the exgratia department there is always a problem. Worse I I can't speak to them directly as the call center claims to not have their direct contact. I have to spend money I don't have to call them. This situation is affecting m as it is affecting my child mentally. She no longer wants to go to school because of the way she looks, as other kids bully her. I had to take her to a psychologist becoz if dis. Gems is a **** of a medical Aid and i believe they are doing this to us because they know we have no where to run.