Unacceptable service

Unacceptable service form a medical service provider. I honestly thought they were supposed to help us but very quick to take money and almost never willing to return it when the time comes.

Trying to contact never works as the wait time is more than 40+ minutes and then there is no email response either the best answer I get is "correspondence being attended to"

How can I rely on GEMS if they don's do the bare minimum to help me....