Terrible terrible service from GEMS MEDICAL AID CALL CENTRE

The staff at GEMS MEDICAL AID are ***********. They all give clients different information, the one agent's instructions and advice contradict the next agent's. My mother died in January and all I wanted to do was a membership continuation for my father who was a dependent on her medical aid. I have been following up since February and everytime I call I get a different story. Then I completed all documentation and had to follow up multiple times as gems keep sending emails advising there's outstanding documentation. Eventually the last follow up the agent also said I need to send x documents after convincing her to CHECK THE SYSTEM she found the 'outstanding' documents. Already this caused a delay, now the icing on the cake is proof of payment. An agent names Karen advised I should send the proof of payment and use the new membership number in the subject line which I did. NOW an agent named Lawrence tells me I need to resend the proof of payment but to the old member number. He can view the proof of payment on the system but he needs it on the old member number, instead of moving it I need to resend it and wait 48 hours again. The icing on the cake was Lawrence who dropped the call in my ear when I asked him to get his team leader to call me as he clearly doesn't understand his own system. I had to tell him where on his system to find the proof of payment. ABSOLUTE TERRIBLE SERVICE FROM GEMS MEDICAL AID!!!!! LAWRENCE, U HAVE NO TACT AND DONT UNDERSTAND CUSTOMER SERVICE!!!