Terrible service. Waiting two week for authorization for pacemaker.

Terrible and pathetic service from GEMS. The patient is in hospital with heart failure and waiting for authorization for an ICD pacemaker from GEMS for two weeks. There is no response from them. I have called their call centre several times to follow-up on this authorization but no feedback. Their case managers are unhelpful and refuse to assist me (main member) or the hospital case member. When I requested to speak to their supervisor or manager, they always say that they are in a meeting. Moreover, the doctor has requested the pacemaker template from GEMS but they have not sent it. The patient is stressed out because he is waiting a long time for the authorization. I am disappointed and disgusted with the service received from GEMS. I will never recommend them to anyone. They are only concerned about money and increasing the premiums.