Pathetic turnaround times for processing of Claims at GEMS

I made several calls to Gems about my claims submitted 35 days ago. With every follow-up call to check on the status of processing of my claims, I was informed that it was escalated for scanning and batching. However, still the claims are not found on the system. CLAIM REF NR'S *** and ***. This is past the 40 day turnaround time that they promise. Can an investigation please be conducted about the status of processing of my claims. I am frustrated by now to hear the same story of escalating to batching and scanning and 30 days turnaround times from Gems customer service agents.Other medical aid schems such as Medscheme and Discovery have a 2-3 days turnaround time for processing of claims.