1 reviews | Active since May 2011
Lack of expertise and bad service
I submitted a script to the medical aid on the 4th April which required motivation by the Doctor.<br> This was obtained on the 11th April and immediately submitted. After receiving no feedback I contacted the callcentre and was told that it was being evaluated and that I would receive notification on Monday. When this was not forthcoming I contacted Gems this morning. After an hour of being told that the script hadn't been submitted then had been I asked to speak to a supervisor. I was put on hold for over 15 minutes. I phoned back and tried again to speak to a senior manager. This was refused but finally a person said that she was sorting it out. She then transferred me to Raymond who didn't even know who I was and started asking about scripts from a doctor whom I haven' t seen in over 3 years. When I was again put on hold now well over an hour on the phone I cut the call. My son then called and spoke to a consultant. In reply to his questions \What if my father died because of his not being able to obtain medication for 15 days\" the consultant LAUGHED at him.<br> During all this I received a SMS saying it will take 5 working days<br> The BEST medical aid in SA has now become the WORST"
Thank you for brining your concerns to our attention.
We are investigating this unacceptable behavior and we apologies for the difficulty that you have experienced.
Kind regards
The GEMS Online Team
Thank you for brining your concerns to our attention.
We are investigating this unacceptable behavior and we apologies for the difficulty that you have experienced.
Kind regards
The GEMS Online Team
Good day charl345,
Please accept our apologies for the difficulties you have experienced. While a GEMS agent has already been in contact with you we would like to recap briefly on the current status of your enquiry.
We have completed our investigation and can confirm that the delay in approval of the medicine was due to outstanding information which were awaited from your healthcare service provider. With the outstanding information now received from your doctor we were able to finalise the chronic medicine application. We have also been in contact with your service provider about the renewal of the other medicine but were informed that the it was requested for a trial period only and that should you wish to continue with the therapy, you should discuss it with your doctor.
Given your feedback pertaining to customer service we wish to ***ure you that we view customer service in a very serious light. We have therefore adjudicated all our telephonic recordings, but were not able trace any calls between our customer service department and your son. Please can you provide us with more detailed information so that we can track the call referred to as a matter of priority.
We trust that the above is in order.
Yours in service,
The GEMS Online Team
Good day charl345,
Please accept our apologies for the difficulties you have experienced. While a GEMS agent has already been in contact with you we would like to recap briefly on the current status of your enquiry.
We have completed our investigation and can confirm that the delay in approval of the medicine was due to outstanding information which were awaited from your healthcare service provider. With the outstanding information now received from your doctor we were able to finalise the chronic medicine application. We have also been in contact with your service provider about the renewal of the other medicine but were informed that the it was requested for a trial period only and that should you wish to continue with the therapy, you should discuss it with your doctor.
Given your feedback pertaining to customer service we wish to ***ure you that we view customer service in a very serious light. We have therefore adjudicated all our telephonic recordings, but were not able trace any calls between our customer service department and your son. Please can you provide us with more detailed information so that we can track the call referred to as a matter of priority.
We trust that the above is in order.
Yours in service,
The GEMS Online Team