Poor service towards service providers

GEMS is has been incredibly poor when it comes to registering us on their system, we are a service provider and they have been dragging their feet with their cumbersome FICA process! an entire month has gone by and all we are waiting for is a phonecall for them to confirm it is actually us trying to register - as if the stamped documents, IDs, Bank statements aren't enough. A lot can be said about their behaviour as medical insurance providers but they have been exceptionally poor at assisting service providers with claims. I have been on hold for a total of 6 hours+, they have no way of contacting their implementation department, the call centre can only provide you with an email address for them which takes days to get a response from if you get one at all.