Disappointing customer service

I have been a happy client of dotsure pet insurance for nearly 5 years...unfortunately their customer service has gone down hill to the point where submitting a claim is actually painful! Never mind the fact that they back date letters to try get claims canceled. And try imply that the client hasn't sent the correct information.... When I first joined a consultant would personally call you after every claim was submitted..now you have to email 2 or 3 times and get the same auto generated response... I am not a well off person...but I want the best for my animals and so I pay the monthly pet insurance so that when my animals need to see a vet, they can without my life being impacted...however this is not the case as I have been made to wait and email multiple times regarding getting my claim and money ...money I need to be able to feed myself and live!