Continous claim rejected

I am deeply distressed and disappointed in the outcome of this claim for my Georgia. She was admitted to the Paulshof Veterinary Clinic on the 24/01/2024. On the 26/01 I paid R7000 to reduce the outstanding balance of the *** and it was submitted on the 29/01/2024. Ms. Heideman called me to advise that the claim had been registered and that I would be getting a refund of R7,268.95. I then told her that Georgia was still in hospital with Pneumonia, and I was not sure when she would be discharged and that there would be an additional amount to claim that I would pay once I received the refund. I did NOT have the R12,597.01 freely available so I had to pay the same invoice the same claim in two payments. Ms. Heideman did NOT advise me that the additional would not be paid nor did she advise me that the continuation must be on a different invoice number. Her vet then discovered that Georgia has a heart disease that caused the pneumonia i.e., Mitral disease and that the fluid build-up in her lungs was caused from the leaking valve. She will have heart medication for the rest of her life. She was also given Lisax during her hospitalization to “drain” the fluid from her lungs. I was advised that Georgia was well enough to go home and was discharged on the 30/01/2024 and then I settled the outstanding R5,597.01 from the refund that I received. Dr. Craig also prescribed the diuretic in liquid form because her breaths per minute were too high, and I must give it to her twice a day to keep her lungs clear of fluid. On the morning of the 31/01/2024 I submitted the claim, and I received a breakdown that only *** for R532.34. I emailed and called several times to find out why the R5,597.01 was not paid. Ms. Heideman said that the claim had been finalized and that it is paid per claim. Yes, I understand that however the claim for R5,597.01 was a continuation of the claim submitted on the 29/01. No one is prepared to understand that I could NOT pay the full amount of R12,597.01 simply because I did not have the kind of money available in one go. I am a single income earner, and I am sure that you understand? I then called again and spoke to Carissa who advised that I get the treatment to the value of the R5,597.01 put onto a different invoice number and that it would be paid because the “system” sees that the claim for *** is closed. I then went the vet yesterday afternoon and he said that he doesn’t know how they are going to do it, but they will try. Dr. Craig called and spoke to Ms. Heideman this morning and she is NOT prepared to listen or understand why I had to pay the same claim in two payments. If you look at Georgia’s history, I have NEVER had a claim like this. Dr. Craig saved her life, and here I am in a position where I cannot absorb this financial loss. Would Dotsure prefer if I stopped the treatment and Georgia pass away? Is there anyway that you can assist me with this where an exception can be made for this and override the “system” so that the continuation invoice be paid.