Dotsure is useless

I am furious with this place! After numerous calls and motivations, today after my dog's operation, they want to come back to me and tell me they paying for nothing. Four different consultants from Sasha to Janelle who ALL GIVE DIFFERENT VERSIONS. I am tired of repeating myself. They pay for the treatment of a bad eye, but won't pay for the operation. I downgrade effective January and they have done it effective immediately! Now my dog is not covered and NOBODY IS PREPARED TO LISTEN TO VOICE RECORDINGS. They tell me to motivate a hernia operation and now they say they won't cover it. WHY TELL ME TO MOTIVATE IT THEN? CAN ANYONE HELP?