Outstanding claims

We still have claims of last year outstanding, some more than a year old. I queried several times and received a reference number for every call. Every time I was told that the account will be reprocessed and that I still must wait, but until now I did not receive any payments. GEMS never stated at any time that this accounts will NOT be paid by them. I cannot claim the accounts from the patients now, because on this option of the medical aid they usually are from the lower income group, and as the claims are so old. On 14 March 2016 I sent emails to: ***, but up to now received no answer from them.