GEMS your service is HORRIBLE

My mother passed away in July 2022. On 9 Aug 2022 I called the medical aid to inform them of her passing. I was never told about her savings that we needed to claim. Only now in January 2023 have I noticed these savings on her statement. I app**** for the refund on 5 January 2023, I was asked to submit proof of death, IDs and deceased estate account number, which I did. I followed up on 19 January and was told the payment will be done on 3 February 2023, they just have to update the banking details. 7 February I called again and was informed that the finance department has not yet updated the banking details, the issue will be escalated I must call again after 48hours to check. 48 hours later I called and was told the manager to whom the issue was escalated to was not in, and the call centre agent I was now speaking to reports to a different manager, and she said she will raise it with her manager. I called again on Tuesday the 14th of February and the call centre agent said I should have been told that I need to submit my proof of residence and certified ID copy, I did that too. Today I called again and another agent is telling me my banking details are still not updated. This is so frustrating and is a constant reminder that my mother is gone. GEMS you are not only insensitive but I am left wondering why was I never told about my mother's savings when I informed you about her passing in August 2022????