Very disappointed

I'm on the elite plan (according to the system, although I think it's more the standard plan if memory serves) and had to take my pup for an operation to remove a growth. The procedure cost in the area of R5400 and dot sure only paid me back about R1000. I don't think this is ethical as I am not over my threshold for the policy. I still have more than R12k left. Before this I was very happy with DotSure and praised them to friends and family. After this incident I will rather reconsider this and suggest One Plan. My parents are on the standard plan and had to get a procedure done that cost R32000 and were reimbursed to the amount of R27000.