POOR SERVICE AND INCOMPETENCY

<p>I went for surgery on the 11th August 2016 after obtaining pre-authorisation for the procedure. However, the specialist required that I should make an upfront payment which I did with hope that I was going to have a portion of the amounts refunded. On the 27th August 2016, I submitted all the claims for the two specialist and for other medical expenses I have incured. After several follow up with GEMS, I was informed that only one account or invoice received despite the fact that I have attached all the documentst to one email. I spoke to several call centre agents who gave me mixed messages such as the other claim is being processed while the second one is being put on the batch to be considered for processing. To my surprised I was told that the second claim which had the higher amount was not received, therefore I should re-submit which I did last Friday, 07 September 2016. What I find frustrating is the level of incompetence that is being displayed for call centre agents who would abruptly put me on hold for at least 20 minutes with a possibility of not picking up the phone again. I want GEMS to investigate what really what happened to the previous claims I submitted and they should clearly indicate in writing of what is going to be covered etc. What I also find it frustrating is the fact that GEMS does not have a dedicated complaint line execept an email address which you would hardly get a response. The inability for Call Centre Agents to refer clients to the seniors is also very concerning and they are always rude.</p>