Disappointing claim payout!!

I thought Dotsure’s insurance is simple, if an accident occurs, im covered for R5500 per pet per event, plain and simple, now after years of zero claims, when I submitted my first claim, only R3200 gets paid of a R6300 hospital bill, with all sorts of limits and excuses from Dotsure. Really unhappy, I thought it was simple pet insurance, which was definitely not the case!!