Claim process is poor and unfair

On the 11th November 2021 at night, i was involved in an accident, i called Dotsure to notify them about my accident, the lady then told me if the car is drivable i can drive home and start with the claim process the following day. On the 12th i wens to PTA west SAPS for my accident report, i then called dotsure for the submitting process, i was then assisted by Zhaun Mare Fredericks who required all the documents and the photos for damages, after sending documents i had to call again asking if all documents were received, the very same day i received an e-mail requesting the same documents from Athenkosi Fuzani at 2:45, i then re-submitted again. Yesterday again i requested the status of my claim now i spoke to Thabo from assessment department, he requested more clear photos, i re-sent them again, now today is day 5 since the accident when calling to check the status of my claim i am told all the required documents are received except for the quote from the RMI approved supplier or dealer. On the other hand i am told that if i dont submit all the required documents on time before 7 days then my claim will be regarded as resolved.

Another interesting story is that, i have been with dotsure since 2019, i never claimed, today i am claiming and i get to know different stories, Zhaun mare told me that i am going to be liable to additional excesses for: having an accident after 22:00 R4000 additional for not having a witness to the accident and for not bumping in to another car another R4000 additional excess plus the basic excess of R4000, i then requested the recording which proves that the additional excesses were explained to me and until today i am still waiting.

So i am very broken by the treatment i received from this insurance its like they are buying time so that i wont be covered or i dont qualify to be covered but i qualify to pay my monthly premiums without any defaults.