Claims process not as easy as advertised

I submitted the same documents for the 2nd claim, from the same vet as for the 1st claim that was successfully paid out the next day, which I was very happy about. In fact I was bragging about how efficient Dotsure is. I received a request for documents without any explanation as to what is required and I've had to follow up to ensure I understand what is being requested, only to find out that they need the claim form signed and stamped by the vet and need clinical notes and medical history for my puppy. She hurt her ey and has an ulcer in it, the vet app**** medication to her eye and gave me eye drops and an eye ointment. All this information can be obtained from the very detailed invoice that I submitted, along with proof of payment. I'm very upset as I'm super busy and now have additional and in my view unnecessary admin. Also, my claims experience has been very different for the 2 claims I've submitted. In your many adverti*****ts on TV you say that the claims process is simple and you pay almost immediately. Well this has certainly not been my experience with the 2nd claim!