The most frustrating medical aid

I did a Pre-assessment request in October 2014 which came back that they would only pay R11 717 out of R29 300. With a codicil, that it's a conservative estimate and not a guarantee. I queried that up until 1hour before I left for the hospital, not being able to get anyone more senior than a call centre agent to speak to I did not get any satisfactory answers. After the operation, I was refunded R5 712, less than half of the \conservative estimate". Their answer"