Dotsure hasn't meet it's insurance obligation

About 3 months ago I realised my smartbox reading wasn't recording or the information wasn't coming on the link. I texted the insurer on a Saturday about this hoping that they would respond during the week when they were operational. I didn't get any response. Few weeks later the insurer text me to say my smartbox reading isn't coming through on their side either. I must make plans to resolve it. I emailed an agent to set up an appointment for me. I called the call centre for assistance. They called me for a windscreen claim I made. I reported the smartbox matter again. And again I spoke to another agent regarding the same smartbox issue. On all 3 instances I was told the Netstar department would call me back. However that department didn't call me even once. I got sms to say the smartbox issue would affect my insure should I have an incident. I have tried multiple times to resolve the matter but no one is assisting me. For the pass 3 months or so I drove a car without a tracking profile and I have subsequently lost out on my repayment benefit. But I am still required to pay for a full cover yet I am not covered fully. This is ridiculous and very unfair on their part.