1 reviews | Active since Mar 2009
UNPROFFESSONAL UNACCEPTABLE & APPALLING
I gave birth on 23 September 2015. Gems gives you 2 months of which to register your newborn. I did this on Nov 23rd but got no confirmation from GEMS confirming receipt. I then resent my registration documents. I then got my son's medical aid card number and to my surprise the benefit date was the 01/01/2016. I immediately queried this with GEMS and to date not even communication stating that my inquiry is being resolved or given attention to. I attempted six times to get answers as none of the services rendered to my baby was paid for prior 1 Jan. To follow are the dates I made contact but to no avail: 23 Nov 2015, 24 Nov 2015,1 Dec 2015,2 Dec 2016,14 Jan 2016 & 18 March 2016. Yesterday between 10:00 and 10:30 I attempted again by calling all to be spoken to by a CALL CENTRE agent with such disrespect. I asked her to transfer me to someone else as her attitude stinks. She refused to give me her details other than Nandi and transferred me quickly while I was still requesting her details/reference number. I was now advised to go to the MEDICAL OMBUDSMAN. I DEMAND you give me efficient customer service as you promptly deduct your R2000-00 monthly!
Thank you for bringing your concerns to our attention.
We will investigate and provide feedback as soon as possible.
Kind regards
The GEMS Online Team
Thank you for bringing your concerns to our attention.
We will investigate and provide feedback as soon as possible.
Kind regards
The GEMS Online Team
Good day tarrynbell,
Congratulations on the birth of your baby boy!
Thank you for alerting us to your problem which we have escalated for further investigation.
While it is clear that your earlier email has been received it was unfortunately, due to a technical error, not imported onto the GEMS correspondence server. As your email with the birth certificate was received on 23 November 2015, which is within the 60-day period stipulated in term of the Scheme rules, the membership of your son will have to be backdated to the date of birth so that the claims relating to the birth of your baby can be funded from your Scheme benefits.
As your baby was not registered as a dependent we will now have to backdate his registration, which means that we would have to retrieve his membership contributions from you for the period dating back to her birth.
We also wish to draw your attention to the fact that all unpaid accounts will be processed subject to benefit availability for the 2015 benefit year.
Please accept our sincerest apologies for the delay in resolving this matter and for any inconvenience that this may have caused you.
Yours in service,
The GEMS Online Team
Good day tarrynbell,
Congratulations on the birth of your baby boy!
Thank you for alerting us to your problem which we have escalated for further investigation.
While it is clear that your earlier email has been received it was unfortunately, due to a technical error, not imported onto the GEMS correspondence server. As your email with the birth certificate was received on 23 November 2015, which is within the 60-day period stipulated in term of the Scheme rules, the membership of your son will have to be backdated to the date of birth so that the claims relating to the birth of your baby can be funded from your Scheme benefits.
As your baby was not registered as a dependent we will now have to backdate his registration, which means that we would have to retrieve his membership contributions from you for the period dating back to her birth.
We also wish to draw your attention to the fact that all unpaid accounts will be processed subject to benefit availability for the 2015 benefit year.
Please accept our sincerest apologies for the delay in resolving this matter and for any inconvenience that this may have caused you.
Yours in service,
The GEMS Online Team