Dissatisfied and unfair treatment

I am writing to express my dissatisfaction with the claim amount that was recently refunded to me regarding my Policy, PETA***. This matter has been escalated to your claims department and a consultant contacted me, simply saying that the funds in the account has been exhausted and there is nothing more that Dotsure can do to assist.

This leaves an extreme bitter taste in the mouth. After all the effort to bring our Bailey back home sadly we had to make a difficult decision to have her euthanized and still needing to deal with this excessive Vet bill!

When we decided to take a medical policy for Bailey I truly thought that Dotsure will provide us with the best care. Dotsure guarantees peace of mind, but in this case a nightmare, as we now need to sit with a huge financial burden, when we tried to give our girl the best fighting chance.

I am asking for this matter to be escalated, as I do not believe this is fair treatment by simply saying “sorry, your policy’s funds are exhausted”. This has also been escalated to the Escalations department on Tuesday but we haven't received a response.

This matter has been briefed with a Discovery consultant, which is a family member who has also escalated the matter to Dotsure without any positive outcome or response. She reviewed the fund statement and also advised that there are funds available that not been used.