GEMS not attending to queries in particular their implementation team.

I am a service provider and have been sending my FICA documents to GEMS implementation team and my query is not being resolved and there is no response whatsoever from GEMS. I have claims that I need to receive but I can't because they are not responding. I even went to their offices and they told me there is nothing they can do I just need to wait to hear from the team. I don't know how many follow up email I sent with no luck. This is so frustrating as a service provider as you render a service for the clients and yet we never receive claims made. I am wondering if this is an attempt not to pay service providers or are they saying in future we should not assist clients using their medical aid. Even when you call you're sent from pillar to post, they all say they can't assist.