Dotsure - Unacceptable service

I have been a loyal customer for about 3 years now. My 2 dogs and cat are on the second highest package. On Monday I did claims for one of my dogs who has a constant problem with Allergies and Ear infections(scratching). The Dotsure app doesn't give you an option to pick Illness and Wellness, so I put it through wellness and description general checkup (thinking that the Dotsure employees look at the invoices and see that he was there for his allergies and ears as well as anaesthesia sedation for the clipping of his nails ect.). They only paid a wellness portion(not even a halve of the invoice) and not the rest due to me only typed in general checkup. Was talking to 2 different people from Dotsure and asked them why they didnt pay like before and their comment was because I put in General Checkup. I need to get a medical history from the Vet first and then resubmit the invoice. Dotsure has 3 years of medical history (invoices) of my dog and each time it is the same things. Unacceptable service. Do your jobs correctly by looking at the invoices that gets submitted and contact the Vet if you have issues. Or go and look at previous invoices to see it is a recurring health issue. Very disappointed.