Khaliel and his team have no regard for clients at Gems

I am writing to express my disappointment with the service I have received from Gems medical aid. My parents have been loyal members for several years, but I am extremely dissatisfied with the way that all their chronic matters are handled.

Despite numerous attempts to contact your call center, we have not received any feedback regarding the chronic item (followed up on ref number - MH***) authorization. This is unacceptable, especially considering that we have already waited for over 3 months for a response. I am also disappointed to note that this is not the first time I have experienced such poor service from Gems medical aid. In fact, I had previously lodged a complaint on Hellopeter regarding my dad's chronic registration, which took over 3 years to resolve (in that 3 years we had to fund his chronic medication out of our own pocket).

I recently spoke to a team leader named Khaliel, who was in a rush to leave work and kept telling his consultant to tell me that he will call us back on Monday. After I insisted on speaking to him now, he literally was rushing me on the call and said there is nothing he can do right now. A script and motivation that was sent more than a month ago, is only being escalated today and he says we need to wait another 7 days from today and there is nothing that he can do. This is unacceptable and I demand that this issue be resolved immediately.

I would appreciate it if you could investigate this matter and provide me with feedback as soon as possible. I expect a prompt response and a satisfactory resolution to this issue.