Horrible customer service

I am a gems member since 2013 and I went to gems nelspruit walk in centre to ask for an application form for my sister who was critically ill and was in hospital. I met a lady named Jacqueline Sibanda. I told her that I'm requesting an application form for my sister who couldn't come to gems herself. She had a very bad attitude asking what was wrong with her. I told her that she was diagnosed with meningitis and is very ill. The lady at Gems first told me that it's impossible to her to give me those forms cause the person in question is not present. I then begged her because my sister was in hospital. I went the knowing that since my sister is a first time member she does not have a waiting period and that her benefits would be backdated is she pays double premiums. She gave me forms for my sister to fill and told me that I should submit straight to her not anyone else, I thought she would especially with the waiting period. When I returned with the forms that my sister had filled, she told me that my sister will die and that meningitis goes with HIV and that there's nothing she can do but to load the application on the system and said my sister must wait for the next month to get her benefits,. I later found out from one of her colleagues and a consultant that we could've paid double premiums for the benefits to be backdated as this was an emergency but Jacqueline did not do that instead she told me that my sister will die.