An insult to their customers

The worst experience. I have been on this medical aid for years. I chose Bonessential Select as it's supposedly a hospital plan, so you would think you would be covered for an operation in hospital right? No, they refused to pay the anaesthetist, a bill of R16000 and they paid R464. What kind of insult is this? Then the actual hospital bill, which they claim to cover, wasn't paid in full as they claim it's scheme rates. What is the point of having medical aid when we have to pay so much out of pocket?