Awful experience from Dotsure when claiming

Stay away from Dotsure. I signed up for a Dotsure warranty, and when I make a claim, they tell me that the policy does not cover the damage. They are refusing my claim because my engine components were not lubricated, even though the failure of the oil pump was the cause of the damage. How can they expect the engine components to be lubricated if the oil pump fails? I went to the workshop to acquire a report on why the oil pump had failed. They provided me with one, stating that the engine sludge was the reason the oil pump broke, but they are still not approving the claim. In all this communication has been utterly poor I have to be the one always calling for an update. Busisiwe Nqabeni is the person assigned to handle my claim. Claim number for me: UDW***.