DOTSURE insurance

My mom and I had insured 2 cars with Oakhurst Insurance and the insurance is in her name and we have had this insurance for quiet a while and somehow Oakhurst moved the clients to Dotsure, we continued paying with no hesitation. Everything was fine until i got into an accident 9 April 2024 at noon, everything was just a mess and I wasn't thinking straight and in pain so since the cars were not badly hurt and were drivable I just wanted to get home and get myself checked for any injuries so I was checked and I was ok, next day I went to work and came back and then quickly went to the police station around 3pm, they told me to come back around 5pm but I waited and I was attend to around 7pm as the police station was packed. Finally got a chance to report my case and got the case number. Immediately gave it to my mom to send the case number to the insurance and she did and can you believe a week went by and no feedback from dotsure.co.za so she constantly called them to get feedback. One time she called and asked for feedback and they told her that both cars don't have certificates therefore they will deduct money from whatever she has to get...My question is one so when they were uploading my mom's info no one saw that there certificates are not there they just wait for when she makes a claim to tell her that she is missing some documents. its the last day of the month and still my car is not fixed =, I had to pay third party for his car to be fixed because he couldn't wait on my insurance that is taking forever to finalize things. I am still not sure what is happening and they say we must have insurance. Dotsure.co.za is not treating their customers fairly and I am not happy about them as an insurer