Bad service from Dotsure

Because our dogs are like our children, we want to do what we can for them. I started a dotsure policy, and my baby had to go in for surgery. Notified dotsure, and emailed them proof of payment, etc. Upon notifying them i informed them that my baby was readmitted into the vet hosp due to mild complications, so the claim was still ongoing. Although the first claim was assessed quite quick, my second claim is still ongoing since August. Going into my profile, it says that the claim has been closed, which i dont understand why??? Despite numerous emails, i am not getting a response. The last time i called i was disconnected. Honestly, all these bragging adverts on TV and radio, and i am thinking to myself "SERIOUSLY"???? All invoices, proof of payments, etc have been submitted on several occassions.