Refund request gone wrong

I called Bankmed on the 19th of March to find out if I would be paid a full refund after I visited a specialist who wanted cash for the first visit and the consultant (Isabel) advised me I would get a full refund if I had a referral letter and proof of payment, both documents should include the doctor's practice numbers. So I went to go see the specialist on Monday and paid R2250, came back and submitted my claim with all the information required as advised. Today I call to check the status of the claim and I was just told I will be Paid R995.10 as that's the limit of the consultation and a lot of things that I was not told when I called initially. Do you think I could have gone to go get money to see a specialist if I knew I was not going to be refunded that amount? your consultants don't give us full and accurate information. I will not accept R995.10 when I paid the specialist more than that. The worst part is I pay bankmed over R5000 a month for them to tell me they are not going to refund me 100%. If your consultants were clear and transparent this could have been avoided. While we need to focus on our wellbeing and healing we somehow have to be stressed about Bankmed paying the doctors or us.