Maternity benefits- Paed-IQ-Poor service

I have never encountered any problems with Bonitas Medical Fund until now. Paed-iq is their contracted service provider for maternity, one of the benefits is to provide baby bag with essential products for mothers. You must register once you have the authorisation number which I did in August. Turn around time for delivery is 6 weeks. I'm going on 10th week and I still have not received my bag. Called in 2 weeks ago. They apologized and said I should expect it the following week.a week passed, no communication was received I had to phone again to follow up, I was not given a reason again as to why the bag still has not been delivered. And promised again to expect it anytime this week. I'll be due anytime from now, i don't see a point of them delivering the bag when the baby is already here. I mark this as poor service and unfair as I followed all that was required, information was sent on time. Turn around time passed, yet I'm the one who has to keep following up with them for an update. There's no communication whatsoever from them.