DotSure - Horrible Service

We took out Pet Insurance for our animals more that a year ago and never claimed anything. Yet when we submitted 2 claims recently (one for initial visit around 1K and one for hospitalisation of our pet around 18K), they simply cancelled the bigger claim and settled part of the smaller one. I addressed this matter and the lady said not to worry as they will combine the two claims before processing. This was not done. I then had to submit the bigger claim again and was asked for the same documentation. I submitted. No further communication and then claim was just cancelled on the system without any communication whatsoever. Sent e-mails, no response.