Compcare not paying service providers

We are members under the Compcare Dynamix package. Per the benefit guide, this package is "A new-generation option that offers complete cover with unlimited hospital cover and extensive day-to-day benefits"

We obtained pre-authorization for the operation. Afterwards, Compcare only paid R13 773 of the R53 380 charged by the doctor, and also only R6 583 of the R17 456 charged by the Anaesthetist.

How can a package that offers "complete cover" not even pay half of the costs charged by the doctor ? How can pre-authorisation also be given and then not being paid ?