GEMS *****ing money from pensioners

Gems is causing health problems to my 68 year old mother who is a pensioner, instead of helping her to heal. My mother membership number ********** 70 has always been on Emerald option even before retirement. On the 1 January 2019 Gems deducted +/-R2500 from her bank account which is a monthly premium for Emerald and unfortunately she got sick and was admitted at private hospital close to home on the 15 January. The sad part is she was discharged the following day on the 16 January the reason given by the hospital was that her medical aid option doesn't allow her to be admitted at private hospital. She got the shock of her life when they told her that her option is Sapphire but the membership card is written Emerald (i have a copy with to protect her ID number i won't upload it here). She was discharged without medication, so we went to Gems offices in Polokwane to ask what's going on only to be informed that someone changed it telephonically on the 4 December 2018. My mother is clueless with self help telephone services so she told them she has no idea what they are talking about. She was assisted by a rude lady who then called the manager, then the manager at gems said it is not for the first time something like this happens so the only thing we have to do is to fill a form and change it back to Emerald. How can you penalize the poor old lady for lack of internal controls in your organization? Today on the 28 January my mother went back to submit the form but it was received by the same rude lady which devastated her further feeling hopeless that her query will be attended to, hence am writing here on Hello Peter as our last resort.

So now we all know that medical aid is a short term insurance paid in advance, meaning since she paid under Emerald option on the 1 January 2019 she is covered under this option for the whole month of January. How can Gems be so cruel by denying to pay her medical treatment while legally she is covered. This is a serious bridge of contract.

Firstly it will be appreciated if Gems can tell us who changed the option without her permission. Secondly she doesn't have cash to pay the hospital as the managed these risk and trusted Gems by paying monthly premiums for Emerald. Or was Gems just *****ing her money? Is it what Gems has turned out to be? *******?????