POOR, POOR, POOR service

My wife and I wan't to get a medical aid, according to their online porthole she qualifies to get GEMS as our medical aid, however we have received no communication from GEMS since we sent in our application almost 3 weeks ago, every email I send will be responded withing 48 hours according to them, however, we get no response, it's been 3 weeks already, phone calls don't work either.