They don't want to reimburse clients

I took my mom to an eye specialist in May this year I had to pay cash as it was her first appointment with that doctor after the visit I submitted all the documents to gems and I got no feedback from them so I sent them numerous emails to try recover my money but only to be told last month(September) that I needed to submit those papers again, which I did, now today(22 October 2017) I'm told that I won't be getting my money back as the funds were finished then but funny enough my mom went to two eye appointments after that one to the same doctor and they were both paid for in full by the medical aid. After 6 months they tell me that I'm not getting back money they were still trying to come up with as excuse for not giving me back money but the reason they giving me is not true. Gems is the worst medical aid ever.