Car Warranty Claim gone terribly wrong, terrible service from DOTSURE

I have a Car Warranty Claim with Dotsure, I have sent numerous emails to log a claim which was eventually done, with no email reply, I had to call Dotsure several times before I actually got through to the Warranties department, to be told the guy Rynhard is busy and will call back which did not happen, I called back again and had to hold on for him, and he told me the claim is with the assessors who would contact the dealership to confirm what the damages where and exactly what had happen, However This did not happen they went with what was written on the report which was not entirely correct as it stated the car overheated due to the malfunction of the water pump, I then confirmed with the Service agent at the dealership that the car was damaged due to a mechanical breakdown as there was no signs of overheating on the head and no record on the computer box, and he also advised that Dotsure should have contacted them before making a decision When I called Dotsure, Rynhard again he told me straight that I must read the terms and conditions and they cannot assist any further, I have since left messages and sent emails and have not received any update or reply, Dotsure have paid R9500 for a R116000 claim and I am now required to pay the balance, the Service agent from the dealership has also tried calling Dotsure and has not been able to get through to them, With my current situation I have a son who was diagnosed with Leukemia a year ago and is currently in Pretoria ****m away, he just had a Bone marrow transplant and is currently receiving treatment, and I have all these expenses to pay and I had explained to them however Dotsure has not given any consideration or tried to assist in any way further, I would not recommend taking up the extended Warranty cover especially when you are treated like this, one star is already too much, I am extremely dissapointed considering that they pride themselves in excellent customer service, I most probably will have to sell the car to pay the balance and that was our only means of transport,