GEMS FAILED ME

I'm traumatized by what Gems is doing to me.i just buried my mother on the 1st of October and from the 19th of October I had been requesting for the medical aid statement for my mother (deceased) in order for 1life direct to pay.till now they are nit sending that statement that 1life direct had requested. What they sent is the pdf form letter that days thank you fir your email.attached is the statement but there is no medical information.its that I that you email.im very frustrated because they seem not to know what they are doing.how do I resolve this issue?my policy is only waiting for those so that they pay. Is that simple.i spoke to numerous call centre agents but yet they sent the same thank you email and when I tell them that is not what is required they then promise to come back to me.