Gems (Government Employees Medical Scheme)
1.3|294 reviews
Responds in 10 hours 26 min
HS
Henriette S
1 reviews | Active since Member
13 Mar 2026, 07:07
Gems customer service non existent
What on earth is happening at Gems call centre! Since February there is just NO answer at the call centre or the suppliers contact centre. No feedback on emails. We had to admit a patient with a hip fracture yesterday WITHOUT auth. It usually was easy working with Gems but this year it is a nightmare!!!
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Replies (371)0
Replies (371)Gems (Government Employees Medical Scheme)'s replyOfficial
13 Mar 2026, 09:06Thank you for engaging with us. We are following your message, and feedback will be provided. If you have an urgent query, please contact us on 0800 00 4367 (members Toll-free number) & 0860 436 777 (providers).
Call Centre Hours: Monday - Friday: 8h00 - 17h00 & Saturday: 8h00 - 12h00.
Emergency number: 0800 44 4367 (available 24 hours)
If you wish to submit a compliment, please email us on at compliments@gems.gov.za.
We look forward to receiving your positive feedback.
Regards, GEMS
Call Centre Hours: Monday - Friday: 8h00 - 17h00 & Saturday: 8h00 - 12h00.
Emergency number: 0800 44 4367 (available 24 hours)
If you wish to submit a compliment, please email us on at compliments@gems.gov.za.
We look forward to receiving your positive feedback.
Regards, GEMS
Best regards,
Gems (Government Employees Medical Scheme)'s reply13 Mar 2026, 09:06
Official
Thank you for engaging with us. We are following your message, and feedback will be provided. If you have an urgent query, please contact us on 0800 00 4367 (members Toll-free number) & 0860 436 777 (providers).
Call Centre Hours: Monday - Friday: 8h00 - 17h00 & Saturday: 8h00 - 12h00.
Emergency number: 0800 44 4367 (available 24 hours)
If you wish to submit a compliment, please email us on at compliments@gems.gov.za.
We look forward to receiving your positive feedback.
Regards, GEMS
Call Centre Hours: Monday - Friday: 8h00 - 17h00 & Saturday: 8h00 - 12h00.
Emergency number: 0800 44 4367 (available 24 hours)
If you wish to submit a compliment, please email us on at compliments@gems.gov.za.
We look forward to receiving your positive feedback.
Regards, GEMS
Best regards,
Gems (Government Employees Medical Scheme)'s replyOfficial
13 Mar 2026, 09:23Good day,
We received your complaint, and our client liaison officers are looking into the matter. We will conduct a thorough investigation and provide you with feedback within 7 working days from receipt of your complaint.
Please remember to download the APP, Scheme Rules, member and claims guide to understand the benefits of your option on the GEMS Website.
Please see herewith link to the website for ease of reference:
https://www.gems.gov.za/
If you have an urgent query, please contact us on:
0860 004 367 (Members)
0860 436 777 (Healthcare Providers)
Working towards a healthier you,
GEMS
We received your complaint, and our client liaison officers are looking into the matter. We will conduct a thorough investigation and provide you with feedback within 7 working days from receipt of your complaint.
Please remember to download the APP, Scheme Rules, member and claims guide to understand the benefits of your option on the GEMS Website.
Please see herewith link to the website for ease of reference:
https://www.gems.gov.za/
If you have an urgent query, please contact us on:
0860 004 367 (Members)
0860 436 777 (Healthcare Providers)
Working towards a healthier you,
GEMS
Best regards,
Gems (Government Employees Medical Scheme)'s reply13 Mar 2026, 09:23
Official
Good day,
We received your complaint, and our client liaison officers are looking into the matter. We will conduct a thorough investigation and provide you with feedback within 7 working days from receipt of your complaint.
Please remember to download the APP, Scheme Rules, member and claims guide to understand the benefits of your option on the GEMS Website.
Please see herewith link to the website for ease of reference:
https://www.gems.gov.za/
If you have an urgent query, please contact us on:
0860 004 367 (Members)
0860 436 777 (Healthcare Providers)
Working towards a healthier you,
GEMS
We received your complaint, and our client liaison officers are looking into the matter. We will conduct a thorough investigation and provide you with feedback within 7 working days from receipt of your complaint.
Please remember to download the APP, Scheme Rules, member and claims guide to understand the benefits of your option on the GEMS Website.
Please see herewith link to the website for ease of reference:
https://www.gems.gov.za/
If you have an urgent query, please contact us on:
0860 004 367 (Members)
0860 436 777 (Healthcare Providers)
Working towards a healthier you,
GEMS
Best regards,
Gems (Government Employees Medical Scheme)'s replyOfficial
13 Mar 2026, 09:26Good day
Please see the reference number MEDIA-12815.
Regards, GEMS
Please see the reference number MEDIA-12815.
Regards, GEMS
Best regards,
Gems (Government Employees Medical Scheme)'s reply13 Mar 2026, 09:26
Official
Good day
Please see the reference number MEDIA-12815.
Regards, GEMS
Please see the reference number MEDIA-12815.
Regards, GEMS
Best regards,
HS
Henriette S's updateReviewer Update
13 Mar 2026, 09:27We have urgent queries but no one answers! Patient that needs to be admitted on Monday are struggling to get auth since 27/02/2026.
Patient admitted yesterday only got an auth today but not with the codes that was send in with motivation etc.
Patient admitted yesterday only got an auth today but not with the codes that was send in with motivation etc.
HS
Henriette S's update13 Mar 2026, 09:27
Reviewer Update
We have urgent queries but no one answers! Patient that needs to be admitted on Monday are struggling to get auth since 27/02/2026.
Patient admitted yesterday only got an auth today but not with the codes that was send in with motivation etc.
Patient admitted yesterday only got an auth today but not with the codes that was send in with motivation etc.
Gems (Government Employees Medical Scheme)'s replyOfficial
13 Mar 2026, 10:43Good day
Please note this matter is being attended to.
Regards,
GEMS.
Please note this matter is being attended to.
Regards,
GEMS.
Best regards,
Gems (Government Employees Medical Scheme)'s reply13 Mar 2026, 10:43
Official
Good day
Please note this matter is being attended to.
Regards,
GEMS.
Please note this matter is being attended to.
Regards,
GEMS.
Best regards,
HS
Henriette S's updateReviewer Update
13 Mar 2026, 10:56Please look at Ms Ratshilengo's case, medical aid no 000229050, ID 591226 0597 084. Motivation for surgery and ex gratia benefit send on 27/02/2026 already. Patient on theatre list for Monday. Tried multiple times to get a reply on this.
HS
Henriette S's update13 Mar 2026, 10:56
Reviewer Update
Please look at Ms Ratshilengo's case, medical aid no 000229050, ID 591226 0597 084. Motivation for surgery and ex gratia benefit send on 27/02/2026 already. Patient on theatre list for Monday. Tried multiple times to get a reply on this.
Gems (Government Employees Medical Scheme)'s replyOfficial
13 Mar 2026, 13:03Good day
Please note your comment has been escalated.
Regards,
GEMS.
Please note your comment has been escalated.
Regards,
GEMS.
Best regards,
Gems (Government Employees Medical Scheme)'s reply13 Mar 2026, 13:03
Official
Good day
Please note your comment has been escalated.
Regards,
GEMS.
Please note your comment has been escalated.
Regards,
GEMS.
Best regards,