GEMS! Unmatched incompetence!

The worst service ever! I've been going back n forth with GEMS about an unpaid claim dating back to June 2023. I provided the requested supporting documents and since November 2023 i have been calling to follow up on the progress. All i get from the consultants is that 'its being processed/under review'. Ive sent numerous complaints and requests for an escalation of this matter but still nothing! The worst is when they set time frames for themselves to resolve your query or get back to you, then they never keep to those time frames. They do not even communicate with you as to what the delay is, you have to constantly call their call Centre for feedback. I am now being hounded by the Doctor who provided a service and still hasn't received payment from June 2023! The funny thing is that i'm on a savings plan, so there are funds available! The call Centre agents can't even forward my call to the relevant department so i am not even sure if my query is being attended to. GEMS has left a sour taste in my mouth, im disgusted by service really!!!