Bad customer service when trying to claim

I am extremely disappointed in Dotsure today. In the four years that I have had my pet policy with them, I have never had any issues. I signed on to the online portal and couldn't find any claims submitted, so I called and spoke to a Lady called Wendy Lynch. I wanted find out how far my pet claim was. She then said that they haven't received anything. I've sent it through yesterday and received a confirmation mail that it has been submitted. So now what? She then said that they are behind with 600 claims (about 2 day's work) but in the background you can hear people laughing, cheering and clapping hands! I then asked to speak to the manager, Lauren, who wasn't very helpfull either. Apologised fot the noise in the background with the excuse that they were celebrating their target met.Kept on saying that they have not received anything. I then asked to speak to her manager and waited a while only to find out that the manager is in a meeting and they are not allowed to give me her/his email address to correspond with him/her. How on earth do you celebrate targets when there is a 2 days backlog with 600 claims outstanding? Why is it that if you need to speak to a manager they are always in meetings. It just felt like Dotsure does not want to help when they need to pay out claims. But they take your debit order every month without thinking twice! This is absolutely absurd.