GEMS (worst medical aid ever)

So my wife is pregnant and we have to pay the gyni out of our own pocket and then claim back from Gems ourselfs, but we are struggeling for about 3 months for our claims from Gems.They are the worst medical aid ever. When we contact them to find out when are they going to pay out our claims, they start with any excuses. It takes about 10min just to get hold of a consultant, we have send numerous emails etc. They tell you that they will phone you back but never do. We cant phone them every day due to they dont pay my phone bill. We are sick and tired of waiting for our money! I mean whats the use of having a medical aid with gems if you have to pay everything out of youre own pocket, and when you submit the claims they do not pay you back.