Bad service

I joined Dotsure in 2017 and never had a problem until recently. Towards the end of 2021, I was not getting payment breakdowns and I had to call and follow up. For the last 2 claims I was out of the country and I mentioned the new cell number to call me on, in the email. They tried calling me on the south african number (which was off) and then sent an email asking for medical history. I responded on email with the medical history. They sent another email asking for medical history AGAIN to which I responded. They automatically cancelled the claim. It seems that they dont read the emails. I came back to SA and called me to lodge a complaint. The manager called me and stated that a consultant will call me. No call received - I had to follow up. A consultant eventually called and told me that the one claim is a follow up on another claim which was incorrect. She said she will call me back in 5 minutes. She did not. She sends me an email (still trying to resolve an issue on email). I am very disappointed in Dotsure. Their service went downhill and I still have no feedback on the very last claim I submitted. Seems they dont have the correct skilled people or they are under resourced. Pretty disappointing and bad service.