Medical Never-Aid!

I have been waiting for a response for weeks now in regards to a claim for literally just a consultation fee. Emailing enquiries gets you an automated response saying they will be in contact shortly...so when? Next year? Their website is down/inaccessible, the GEMS members app is so useless it's almost as if a 4 year old wrote the code. How do you expect people that pay to contact you? With smoke signals? Someone needs to see the appalling reviews on this website and sort out whoever is in charge of customer service at GEMS because someone is clearly not doing their job.