GEMS - secret to making it impossible to claim (ILLIGAL!!!!)

GEMS have been making it impossible for me to claim. Every time I call to follow up on a claim, they leave me on the line for more than 20minutes at a time while "checking what the issue is". Then we they start giving me feedback, the line starts dropping and I can't hear what they say. They will notcall you back, so every time you call them you speak to a new agent on the line and have to start from scratch. I have battling to get feedback from my claims since October last year. This is ******* what you are doing making it "impossible" to claim.