dotsure poor handling of claims

I claimed for a key that i couldnot find. claim was rejected because it was lost but not damaged. okay, i try to use spare key and it was not working. claim was rejected because i had it for long time.. i asked about how they judged this matters because they havenot checked the key. and also we are sure whether the key was ****** or lost. All the claims were handled by Zhaun-mare