Refusal to pay for essential medical treatment

I had an ACL reconstruction in November 2020,for which I obtained pre-authorisation. To my surprise compcare did not pay for the crutches or the physiotherapy that is essential for the rehabilitation after the operation. I called CompCare regarding this Refusal to pay on the 6th of January 2020, the lady took my information saying she will get back to me. I am still waiting for her to call me back.