Inability for Gems to finalize a claim from June 2022

I am struggling as from June to get GEMS so far as to finalize a claim. 18 Telephone calls and a mail to their complaints department came to nothing. I was even promised that the team leader will phone me back. Needless to say that that also did not happen. From the feedback I received from Mpande Sibiya (Jira) from their complaints department is it clear that they did not even read my complaint as the feedback is not relevant to my complaint,. Due to GEMS's inability to- in time- process my claim, the time for me to claim the excess from my Gap cover lapsed. How is it possible for a lifelong member to make 18 phone calls, submit a complaint and after 3 months my claim is still not finalized.