Dotsure cllaim not processed over 4 days

I am unsured with Dotsure and have put a claim in on Monday 12 February , submitted the requested documents via their claims email by 08:49 am. There was not even an acknowledgment of receipt.Tuesday, 13 February,I called their call centre and enquired they said they are working n the claim to revert back, confirmed receipt of documents. Followed up via email on Wednesday, 14 February and gotten not response. Today, 15 February I receive a call and the persons on the line lies and says they only have received on of the document required out of the five that was attached on the email. How possible is that? How does an email only transmit one out of five attachment? ****. I resend and email again today to follow up. Nothing!!! How is it then I am insured if I get ****, delayed and get zero feedback on my claim?