GEMS is as good as the South African Police Office with their 48 hour rule

My mother is losing her sight and needs urgent assistance. i was not aware that she owes the medical aid, i paid on Friday and was told we must wait for 48 hours before she could be assisted. we waited, no sms or anything has come through to my mothers number confirming that her suspension has been lifted. I called and asked to be assisted in Sesotho, as this is an option they offer to callers, a person who doesnt know ho wto speak Sesotho (a white lady) picked, up, then she put me through to a Sotho speaking cunsultant, i held the phone for a whole 15 minutes till the phone cut. i had to call back. Then i found a Sotho speaking person who told me that i must wait for 48 hours for the letter of authority i sent to be read, then only can i call them for assistance. This does not make sense to me. Someone is going blind and needs emergency assistance, and were told to wait for 48 hours. This is so annoying. Whats the point of having a medical aid if it will not be there when you need it.

GEMS is as good as the South African Police Office with their 48 hour rule. Im really annoyed. My mother is going blind and there is nothing i can do about it for the next 48 hours.