Dotsure motorxtender policy

I have a Dotsure motorxtender policy.

Submitted a mechanical cover insurance claim from my garage.

The quote included engine and overheating parts that needed repairs.

Total engine repairs amounted to R 22 601. Policy covers up to R 30 000.

Total overheating repairs amounted to R 11 172. Policy overs up to R 10 000.

Total claim R 32 601. Settlement amount was R 17 000.

At no stage was I informed how they arrived at the settlement figure.

After lodging a complaint I was told by their internal ombud that only the overheating cover of R 10 000 was applicable, plus R 7 000 extra cover.

I believe this is totally unacceptable as the engine repairs which is a separate cover to that of the overheating, is conveniently being ignored in this case.

Is there anyone else that had a similar experience please notify me.