POOR SERVICE

Since 18 August 2022 I have been trying to add my husband as a dependent to my Medical Aid. All the forms where completed, as all documents where attached, but I received no correspondence from GEMS. Eventually I phoned the call center and spoke to a very nice agent. She then said that the application was terminated since there was outstanding documents, but she could not tell me what was outstanding, because according to her, everything was received by GEMS and all was in order. She advised me to send the dependent form through again.....this time luckily something happened. My husband was added to my medical aid with the general waiting period of 3 months.....

So here is the problem: How can they expect my husband to be without an medical aid for 6 months!? (3 months for the first application, and then the additional 3 months for the 2nd). He terminated his previous medical scheme in order to apply for GEMS since this is expected by them....then they mess up his first application which led to the 2nd application.

6 MONTHS!!

He is on chronic medication which we had to pay out op pocket to allow him to continue taking his meds. We have tried to sort this out but every time we explain the situation the agents (yes, we tried to fix this more than once) they put us on hold, and then they put the phone down without giving me a reference number.

This is unacceptable.