Horrible service/ lack of communication

Gems has no customer service whatsoever. I am still waiting for a claim to be paid out since last year! I visited a GP on 15 and 30 June 2017, however the doctor's office submitted the wrong information on the claim forms and it was rejected. The claim was then resubmitted in September 2017 (prior to the claim going stale). Since then I have made numerous phone calls, sent e-mails, and complaints, however the claim has not been paid to date and the communication in this organisation is really lacking. When I did receive a response, it was incorrect, only mentioned the service date of 30 June and incorrectly claiming that this claim was paid. No reason to has been given as to why the claims weren't paid. Dealing with Gems is really an unpleasant experience.