Going against their word

I had a query with regards to my claims statement for the month of June. I had noticed that GEMS did not pay my gynae claims in full.

When i had called in to query this, the consultant had informed me that due to the nature of my claim, the amount should have been paid in full and the statement would be redone.

When I had called in yesterday to confirm this, a different consultant had informed me that the claim was captured correctly and i would need to pay for the short fall.

I had explained that this was not what i was advised on previously as i had been assured that the claim would be paid in full. I then asked to be transferred to the supervisor. I had been placed on hold for 1 hour only to have the call hung up on me.

I am extremely disappointed with the service and feel that my claim should be paid in full as i had been advised.