A very disappointing experience when it mattered most

After months of fighting for a payout, with Dotsure agents admittedly using false information to decline the payout, Dotsure has finalised the decline our claim on the basis of negligence by one of their own employees, not us. Following this decision, we reached out to their legal department, as advised by Dotsure, and have now been waiting weeks with no response at all. We have been loyal customers for years, have never missed a payment, and have referred many friends to Dotsure in good faith. This is the treatment we have received during one of the most difficult and emotionally vulnerable times, dealing with a serious situation involving our pet. The lack of accountability, poor communication, and complete absence of urgency or empathy has been exhausting and deeply disappointing. This experience has seriously undermined our trust in the company and is totally unfair.