Terrible service during pregnancy!

For nearly a month now, I have been trying to determine when the Maternity Bag, listed under the Scheme's Maternity Benefits, will be sent to me. I received the same responses, "We apologise for the inconvenience" and "The matter has been escalated to the Maternity Management/Team Leader" each time.

Finally, on 15/09/'23, I received an email from Pamela H. stating that the Maternity Bag would be packed and couriered to me on Monday, 18/09/'23. I was asked to verify my address, which I did that same day. It is now the 21st of September '23, and no Maternity Bag! I have sent several follow-up emails and have received NO RESPONSE.

I have been with the Scheme for 12 years and have never missed a payment. I also don't claim willy-nilly and have often recommended the Scheme to others. I chose the Scheme and said option based on the benefits they claim to provide. The start of my pregnancy journey was already met with frustrations since the Scheme initially refused to pay for my maternity claims due to using the "incorrect" ICD10 code because, according to CompCare, the ICD10 for "first pregnancy" does not make a valid maternity claim. To resolve this, I had to threaten escalation outside the Scheme.

In this instance, the Scheme is once more trying to skirt their contractual agreement, is outright lying to me and has now cut communications!

How can I trust the Scheme to pay for the birth of my child if they can't fulfil something as simple as sending a Maternity Bag? I am already 38 weeks pregnant. When does the Scheme wish to send this Bag when my child is 18?

At this point, the only apology I will accept is that Maternity Bag in my hands before the week is out.

CompCare's underhandedness and unacceptable customer service during my pregnancy have made me reconsider whether I will remain with them.