Pathetic and Extremely Poor Service

I’m pregnant with twins’ boys and I feel really blessed. My husband and I are so excited to meet our babies. This is our 1st pregnancy, and it is supposed be an exciting time in our lives, but our medical aid is providing such poor service and a lot of stress that sometimes it makes it impossible to enjoy this time in our lives. I have called GEMS what feels like a thousand times and over and over I get the same *********** service. None of the agents can help me properly or give me an honest answer about the refund that GEMS owes me plus GEMS really needs to teach the agents on the phone to speak properly to the clients. Many of them are unfriendly. The last few calls I have made, I must hear that the clinic department is busy with the motivation letters and on top of that I received statements that says the motivation letters must be handed in, how pathetic, can GEMS not keep accurate record of their client’s documents? I keep on receiving SMS’s saying GEMS are working on my enquiry but when I call to check how far my enquiry is, it is the same old story. I have been struggling since October 2022. I have a email from GEMS stating that the maternity benefits was reviewed and approved. My husband paid the doctors accounts in full and now GEMS are not responding to the refund claim. I submitted and did everything that was asked of me. I expect GEMS to pay the money owed to me and my husband. It is not the 1st time that I have come across this extremely poor service of GEMS. Since I have been a client at GEMS everything has been one big nightmare.