unhappy with gems

Had to pay R1400 before I could be discharged from hospital.Got the letter and account from the doctor stating clearly I must be reimbursed.Send all of them to the GEMS.No response for a month.When I called they said I had to send the amended account.I did that but the call center agent said it will be rejected.They did not bother to call me .Really now? In addition,my baby is 2 months I havent received the baby bag.When i call they say i must call the courier people or they tell me the midwives will call the bag people cause they are not responsible for bags.I have called and emailed but I have not been helped for months.No feedback unless I call them.This is beyond poor service.