Gems non existent membership care and assistance

It is with great concern that correspondence is received that is automatically generated and not a true response to complaint! It is reflected that payment will only be effected 2 September 2022. It is totally unacceptable that this will be the next payment run.

How many runs do you have per month?

This places me at further risk of another 3 weeks without a devise that is currently affecting my day to day life!

As mentioned before my O2 levels drop at night and could be life threatening while I have been waiting for 2 months then for this approval.

As mentioned before why is this only attended to when I have to keep in lodging complaint after complaint. My medical aid premiums are paid every month, funds are available for this device.

It is absolute ridiculous that you take this long. Furthermore stating that Gems is striving to better service and I quote from your letter:

“ Escalation process:

• Claim submissions and enquiries submitted for the first time should be referred to *** who will respond within 2 days (excluding weekends).

• Should no response be received, you may escalate to *** who will respond within 7 days (excluding weekends). GEMS is hard at work continuously improving our products and services.

We would like to encourage you to share your positive experience by sending an e-mail to *** or by writing a positive review for us by going to www.hellopeter.com”

You state that their will be a response within 2 days, this was not the case! I am waiting now since 14 July 2022.

Gems need to seriously investigate their service standards! You are dealing with patients health and well-being!