*********** and lack of service is unacceptable

I have an approved treatment plan for a chronic disease.

GEMS has not paid me out since April of this year. I was told that the doctor had supp**** the incorrect ICD code, and that in order to rectify it I should ask the doctor to update my statements with the correct code and resubmit. I did this in August. Every time I call back to the call centre I get told that they cannot find it on the system and that I need to resubmit. I have resubmitted three times since then, keeping copies of the receipt of delivery and still no response.

Today I called the Call Centre again and asked once again to resubmit the documents, which must first be captured and then reviewed. Again. This is unacceptable. I am paying a significant amount every month, I have an approved treatment plan yet I am getting no feedback from GEMS. I email and I call and each time they no nothing about it.

I am owed over R5000 that I can calculate since April already. The service is absolutely unacceptable.