Dotsure Car Insurance

This is for Dotsure's car insurance. In August this year (2021) I was on holiday with my three kids. Only a mother and her 3 kids. We just spent our last night in a great tented camp in the Magaliesberg, between Brits and Hartbee****rt. While packing everything back in the car, one of the girls accidentally left the car keys in the boot and closed it. We tried to open the seats from the inside, but missed how to go about. The very friendly and helpful hosts tried to help me however they could, but we still didn't manage to get the boot open, So the only alternative was to call a locksmith. Also, not carrying my policy documents with me, I didn't even think about first calling my car insurance. So we just called around and found the first available (it was a Sunday) and quickest one (we still had to drive a 6 hour drive home). After they helped us, which took maybe half an hour? they handed me a bill of R2800! Yes.. R2800. The guy said, it's no problem, I can just send the bill to my car insurance and they will pay it back. What a relief! Nope. So, when I got back at work, 2 days later, I sent Dotsure the bill (that we have already paid of course) and asked for a refund. It was not to be a relief at all. They say I had to call them first and they would send me a locksmith... Sorry, I didn't check my policy document before I tried to get home. Then I complained and tried to take it further, but every time I was just told that a consultant would come back to me. I asked a few times, but no consultant came back to me still! They're just brushing me off and hope that I would now keep quiet. I was trying to ask them, if they had found the locksmith, and it would have worked out cheaper, couldn't they then just paid back the cheaper amount instead of just shrugging their shoulders at me?! VERY DISAPPOINTED