Dotsure - No Feedback - Rejected Claims - Horrible Service

I had such a horrible experience with Dotsure. I took out a policy in December 2021, my dog got sick on 13 February 2022, I took her to the vet and about R2000 later, I knew it would be okay as I could claim the money back from my insurance. I went online and submitted my claim form and invoice 2 days later I receive my claim was rejected due to me being on a Accidental Plan and I am not covered for vet care, I then responded to the email and asked how this could be as I remember when taking out the insurance I asked for vet cover, I then requested twice over the phone for a copy of our conversation when I took out the policy and 3 times over email, till date I have not heard anything back from them. I keep getting messages that my claim has been submitted and then time goes by and nothing happens. I took my dog to the groomers and again was told I am not covered on my Accidental plan for grooming, again I disputed this as I know for a fact that when I had the consultation when taking out the policy the consultant mentioned this as a benefit, I then after 3 days received a call that I am suddenly covered and will get 20% back for my grooming bill, now you tell me how does this make any sense! First I get rejected and then I get money back? I am so angry and disappointed with Dotsure insurance for this horrible service and going in circles and not getting anything resolved, I cannot even get my recording from them. Then to top it all of, on my portal my dog's name is TEST and she is 1 year old, I don't know how or where they got this information as I clearly gave the details of my dog to them, from the start they could not get anything right.!!