Bankmed's pathetic service

My doctor requested authorisation for a medical procedure i have to undergo on Tuesday and was advised everything was approved but disappointing enough i had to make a co-payment of R1500 which i don't understand what its for whats the point of being in a comprehensive cover if you still have to make co-payments . I sent an email to enquire about this and requested further clarity i got an email back Thursday that someone will contact me either via email or telephonically but i have since been waiting. Dont you guys care about your clients i needed questions answered before i even go to hospital one of them which is why can't you pay for the whole procedure or can the co-payment be taken of my savings pocket?