Pathetic service

Was not informed that a member was terminated by gems without my knowledge. My mum has been in my medical aid for 7 years and today when she fell ill we rushed her to the hospital only to find that they terminated her and we were left stranded and she could be taken care of. After calling gems they claim to have sent me an email in December which I did not receive how can they do such pathetic service so basically they kicked her out without me knowing and did not inform me whilst she almost died as we did not have 100k to pay cash. Gems you are the worst of them all