Struggling to join Gems

Good day, I have been trying since November 2021, to join Gems. Our Medical Aid with Discovery ended end of December 2021.... as per requested by Gems. In the meantime, every time I e-mail them to find out if our Application is successful or not, my e-mail gets referred. We are a family of 5 of which 3 are students who will be on the roads daily to go to their various campuses. I have a chronic condition for which I need to fill a prescription, but cannot, because my doctor cannot fill in the necessary forms, because we are hanging in the air with Gems. All documentation that was needed was sent to them when they requested it, nothing is outstanding.

HELP.... what can we do?