Tired of GEMS

I am sick and tired of reporting Gems they don't listen to anything ppl complain about. I am paying my monthly bill to them and they want montly payments from me still. Meds is never on time and my 12yr old child needs all her meds on time. They never pay any outstanding bills since March this year. Why do I have to pay 1200.00twelve thousand rand for medical aid if they all eating up the money And about EX GRACIA...... Gems eat all consultation fees for this benefit.