Problems not resolved

I keep on calling gems to enquire about my medical claims. Every time I go to service providers, medical doesn't pay the whole claim. When I call them they put me on hold for a long time and my problem is not solved. I went to collect blood at the laboratory and the medical didn't pay the pathology the whole claim. I called gems 3 times on the 29th May 2015 and kept me on hold for 20 minutes without responding to Me. To be honest since last year, gems have been treating me very badly. Can someone come with a solution to all the problems I have with gems.<br> Thank you