Disgusting company

I took out pet insurance for my puppy. She fell sick soon after I got her and needed to be rushed to the vet. She has been at the vet for 9 days now with serious gastro-intestinal issues. She had to be put on a number of drips and be given a number of injections daily to save her life. When I contacted Dotsure.co.za to claim for her vet bills, without hesitation the person tells me they won't pay it is outside of a claim period. She also doesn't consider this an emergency, it falls under illness so I must wait. How much of an emergency do they want. She wasn't born ill. This isn't an illness she has had over time. The person tells me I can claim the next time she says...WHAT? I was so angry. I have a letter that says my pet was covered as of 5 March 2018 but when I need them they have excuses. I told the woman to cancel my insurance if they can't do the only thing they are there to do and that is provide medical insurance to a pet owner who's animal needs it. She asked when to call, since cancellation can only happen over the phone. I gave her a date and time, surprise surprise...no call. So, Dotsure.co.za can take your monthly premium BUT they don't have to pay out or follow through with a call to cancel. How convenient for their back pockets. I am shocked. With all their lovely TV ads, you would think they cared. I didn't know my puppy would get sick. I couldn't time it to be convenient for their schedule. I desperately needed their help. My finances are tight. When she fell ill I thought it will be ok, she is covered. I won't let my puppy die because of an inconsiderate company such as Dotsure.co.za