Automated responses and no personal response

Extremely disappointed, ask my Fiance to cancel policy immediately even after years with them. They are not coming back to us and explaining why they won't refund the R15 000.00 + for my dog's post operation care & medicine's. All we get is an automated email to say the claim has been completed. (Regardless the phone calls and time on hold)

No dotsure, it is not completed......we need an answer with proper explanation why we need to continue paying your premium plan rates and we are not being compensated or contacted.

Not pleased and will not recommend....in your time of need you will get an automated response.