ex gracia not paid to provider yet

I am really disappointed by my medical aid scheme Bonitas, my daughter had to get a cochlear implant which we had to apply for an ex gracia since the device is quite expensive and we cannot afford it. This was done in February and was approved by the medical aid and confirmation was sent to the doctor who was going to perform the procedure which happened on the 23/03/2015, normally we wait 4 weeks after the operation and then the cochlear implant has to be switched on for her to hear. We then made an appointment for her switch and to our surprise our appointment has to be cancelled by the University of Pretoria as they haven't received the kit as yet because the service provider Southern ENT was not paid by Bonitas medical Aid and so they cannot release the full kit for my daughter's switch on which leads to her not hearing well at school. another claim was submitted and we haven't heard anything as yet. this is unacceptable as the medical aid approved the ex gracia and not they are not paying which delays the child's progress at school. its over a month now and my child is sitting with a coil inside her head and no speech processor which will enable her to progress in school.