Pathetic Sevice

On 7 April 2015 I handed in my application for Gems, I asked on the app that I wanted to join Gems 1 May 2015. I did get a response from them that they received my app. They did tell me that I need to cancel my previous medical aid which I did, I told them that my wife must go to hospital so everything must be in place by 1 May, and they told me I got time until 27 April to send my forms to be accepted, they told me it wont be a problem as Gems haven't got any waiting periods. After a few weeks I contacted them again and they told me they havent received it, but they did send me an e mail which was stated they did receive it, HOW CAN THIS BE??? the consultant then told me that I must send the proof that Idid send it and the confirmation e mail aswell,they then will sort it out. And still nothing has happend I have been phoning each day for the last 3 weeks and still it is not sorted out. I have send it now 5 times. This week now they told me that cant sort it out because its their rules and regulations. But it is their mistake, I did everything they asked me and now my wife is in hospital and i must pay the bill, if I knew this I would never have cancelled my previous medical aid