MvdH
Madri van den Heever
1 reviews | Active since Dec 2016
03 Mar 2025, 12:33
Strange and unnecessary waiting period for moon boot?
I have a badly broken toe. My doctor prescribed a moon boot as well as crutches on recommendation of an orthopedic surgeon. I called Gems to enquire about the process of getting these items. They requested a motivation from the prescribing doctor as well as a quotation for the moon boot and crutches. I was however informed that Gems take 7-14 days to approve these requests...
I simply don't understand the delay in processing and approving the request? What am I supposed to do with the broken toe and swollen foot for the next 7-14 days?
Our membership fees increase yearly and deductions are made without fail, yet the service is **********. How does this long waiting period make any sense whatsoever. I'm in pain, and struggling to walk. What's up with the unnecessary delay Gems?
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Replies (4)0
Replies (4)MvdH
Madri van den Heever's updateReviewer Update
03 Mar 2025, 12:40***?subject=Re:+*** three emails to the specific email address provided for enquiries and 3 automated responses. What is the purpose of having a dedicated email address for these queries if you just keep getting the same automated response?
MvdH
Madri van den Heever's update03 Mar 2025, 12:40
Reviewer Update
***?subject=Re:+*** three emails to the specific email address provided for enquiries and 3 automated responses. What is the purpose of having a dedicated email address for these queries if you just keep getting the same automated response?
Gems (Government Employees Medical Scheme)'s replyOfficial
03 Mar 2025, 14:18 Good day,
Thank you for engaging with us. We are following your message, and feedback will be provided. If you have an urgent query, please contact us on: ***(members) & ***(providers).
Call Centre Hours: Monday - Friday: 8h00 - 17h00 & Saturday: 8h00 - 12h00.
Emergency number: ***(available 24 hours)
If you wish to submit a compliment, please email us on at ***.
We look forward to receiving your positive feedback.
Regards, GEMS
Thank you for engaging with us. We are following your message, and feedback will be provided. If you have an urgent query, please contact us on: ***(members) & ***(providers).
Call Centre Hours: Monday - Friday: 8h00 - 17h00 & Saturday: 8h00 - 12h00.
Emergency number: ***(available 24 hours)
If you wish to submit a compliment, please email us on at ***.
We look forward to receiving your positive feedback.
Regards, GEMS
Gems (Government Employees Medical Scheme)'s reply03 Mar 2025, 14:18
Official
Good day,
Thank you for engaging with us. We are following your message, and feedback will be provided. If you have an urgent query, please contact us on: ***(members) & ***(providers).
Call Centre Hours: Monday - Friday: 8h00 - 17h00 & Saturday: 8h00 - 12h00.
Emergency number: ***(available 24 hours)
If you wish to submit a compliment, please email us on at ***.
We look forward to receiving your positive feedback.
Regards, GEMS
Thank you for engaging with us. We are following your message, and feedback will be provided. If you have an urgent query, please contact us on: ***(members) & ***(providers).
Call Centre Hours: Monday - Friday: 8h00 - 17h00 & Saturday: 8h00 - 12h00.
Emergency number: ***(available 24 hours)
If you wish to submit a compliment, please email us on at ***.
We look forward to receiving your positive feedback.
Regards, GEMS
MvdH
Madri van den Heever's updateReviewer Update
06 Mar 2025, 10:15Still no feedback and still no moon boot! My phone shows missed calls from Gems, but my phone didn't even ring once. So much for the promise of investigation and follow-up. I was just on the phone to follow up with a call centre agent and was told once again that I can expect to wait 15 days for an answer. Gems, you really suck despite raising our contributions every single year. I'm not waiting 15 days for a damn moon boot that I desperately need
MvdH
Madri van den Heever's update06 Mar 2025, 10:15
Reviewer Update
Still no feedback and still no moon boot! My phone shows missed calls from Gems, but my phone didn't even ring once. So much for the promise of investigation and follow-up. I was just on the phone to follow up with a call centre agent and was told once again that I can expect to wait 15 days for an answer. Gems, you really suck despite raising our contributions every single year. I'm not waiting 15 days for a damn moon boot that I desperately need
MvdH
Madri van den Heever's updateReviewer Update
06 Mar 2025, 10:35Your turnaround time is ridiculous to say the least. How do you expect paying customers to function without the aids that they need? I really wish someone would call me and not just keep missed calling me.
MvdH
Madri van den Heever's update06 Mar 2025, 10:35
Reviewer Update
Your turnaround time is ridiculous to say the least. How do you expect paying customers to function without the aids that they need? I really wish someone would call me and not just keep missed calling me.