Gems is very poor on customer service!!!

Let me just start by saying how disguted i am with your service. First of all my mother went for an opp ln october 2017..her medical bill in hospital was covered, however she also had to see the physio for 2 days...and thats where the bad service started. The hospital called you guys for authorisation and gems confirmed that the physio services would be covered...obviously my mum and hospital went forth with the physio. November 2017 i received a call from the hospital that they have not been paid as yet! I had to then start calling your offices to find out why payment was not done as gems confirmed they would pay! Every month up until now i have received calls from the hospital stating they have not been paid....and i have been handed over to their lawyers!!! Everytime i call gems each person gives me a different story...this is unacceptable as i have to call in each time! Nobody gets back to me or advises me correctly! Teamleaders are never available and then i have to deal with *********** staff! I am very angry and very upset with all of this as my name is being dragged through the dirt because of gems! Then i call them today again only to be told they not going to pay...i mean *** is that, why tell me this now...once again a different story each time! And then secondly my son was born in february 2018....and he is still not on my medical aid!!! Ive been told that there is a back log i must call in 48 hours! Now what **** is that? What if something happens to my son! It is unacceptable...and what i can say is that i will not reccomend gems to anybody right now! You guys are pathetic!