Gems needs to be a better medical Aid as government employees have no choice !!!!

Most government employees are forced to use Gems which is a mediocre medical aid. medical practitioners even suggest one pays cash instead gems because of how they operate. THEIR CUSTOMER SERVICE IS RIDICULOUS!!! So my father was a government employee his retirement fund kicked in and started paying his medical aid after he retired. Gems decided no he needs to pay cash until paper work is sorted. Which he has been for the past 4 months 10300 every month . They keep saying it is fixed it will be reimbursed as they acknowledge 2 payments. but threaten to suspend the account the next month after promising to rectify the the problem. We have submitted every single thing they have asked for Mind you while paying this money I can’t even buy Corenza C and my dad is not receiving his chronic medication they are receiving money from both ends and we are still unable to use the medical aid. We have been calling emailing trying to rectify this to no avail