DOTSURE-VERY BAD-DON'T PAY BACK CLAIMS

I put in a claim for my dog Tank on the 31st of January 2019 for an ear infection. Dot sure refused to pay for the medication since they called it a follow up consultation. I then asked them how can it be a follow up if this infection was not in the same ear and 6 months apart. Dot sure assured me that will investigate and get back to me. I put in a new claim for my dog Bella on 25.02.19 and to date I have not yet received any payment or correspondence from Dot sure. From the 25th to the 5th of March someone contacted me to say my case has been given to him and that he will sort it out. Obviously not sorted. I have rep**** to his email, spoke to numerous consultants and still no answer. This account under my husband's name Wayne Bekker ( ********** 143080) are just being ignored.