Dotsure contractually creates grace period for longtime customer 3 years later

I joined dotsure when we bought the car in 2019 through the dealership. Paying consistently without fail and without claim. Then one of their consultants contacted me to inform me that my cover has ended and I need to renew it. The consultant was clear, he said there’s a grace period of 60 days before the policy provides appropriate cover. I accepted the offer, and he told me that he will put me in contact with someone who will assist me if I need to make a claim before the grace period is over. This was because I was concerned that if I have been paying for this long, without claim, why can’t I claim within the grace period? I’m still the same client, same risk profile. Or why not refund me all the payments then? Unfortunately what I was worried about came true.

My car had a great box issue and I know the policy covers it. But when I submitted the claim, the consultant informed me that they can not cover it because the grace period has not lapsed. This is about 2/3 weeks before the grace period lapsed. After speaking to the consultant and requesting that she listen to the recording of the call when I agreed to the contact, she refused and said this is a new contact, a new agreement. I kept emphasising that I am still the same client, to me it is no different other than a continuation of my cover. Moreso, she had no empathy, no concern that I have to find R50k+ from somewhere to repair my car. They should have said that they don’t care about their customers and fool us by moving us between contracts without continuation of cover. The customer service agent was horrible, she only wanted to argue with me, no empathy, no compromise, no midddle ground. This is not the insurance I signed up for. They should not move customers between agreements and not provide them with cover.