Claims missing, incompetence, requests ignored

I have had really good experiences with Dotsure until May. My cat has been very sick and has, therefore, made multiple claims. Some of them through my vet and sometimes through. I then noticed that I haven't received payouts and followed up. It turns out that they had not logged some of the claims and in some cases apparently the supporting documents were missing – in some cases, this what not true and the claims were on page 2 of the PDF. When it comes to the missing documents not one bothered to follow up on them and let me know so I could fix it – they just left it. Because there were so many claims, I put together a comprehensive email over 2 weeks ago with each claim, its date registered, supporting documents and the amount. Everything was there. I asked twice that I have one person go through the claims, cross-reference them, and then see where the issues were. This system of one person per claim is not working here. I have had other concerns to deal with, but this was 2 weeks ago, and I have heard nothing. I even sent the full email again. I don’t know what could have been so hard to work out. They owe me money and are now just ignoring me. I have a big claim coming up and I need to know that my insurance company will actually follow through.