Dotsure - Worst mistake in car insurance - rather stick to the pets

I registered a windscreen claim for my vehicle on the 12th of October after a rock hit my window, I was advised by Dotsure that they utilize PG Glass for their windscreen replacements due to the fact that I work with PG Glass on a daily basis and know how they work – I REFUSE to use them, they damage cars, scratch trims and mess sika on body posts, I submitted a quotation from a company that I have been working with for a few years of which I know I can trust as they are a small company that cannot afford to make any mistake on installations and take pride in the work that they execute which I can appreciate as a professional in the motor industry for 18 years – not to mention they were several THOUSAND rand cheaper than PG. I take absolute pride in my motor vehicle, it has a bonnet guard, extended motor plan, gets wheel alignment done every few months, is serviced annually and for a 4 year old vehicle it does not have a dent or scratch on it. When I submitted the claim I was asked on line to submit pictures and a quote “to speed up the claims process” which I gladly adhered to, days later I was asked to submit additional photos of which I even asked a colleague to assist with to justify the damages. 7 days after the claim was registered I was advised that an assessor was appointed to validate the claim – my question is: why not appoint an assessor from the beginning of the claims process – the entire time that I followed up I was advised that the problem is that the windscreen for my vehicle is very expensive and is not generic as my vehicle is under warranty – my second question, should one only insure their vehicle with Dotsure if they drive cheaper out of warranty vehicles – surely me driving my vehicle allows Dotsure to collect much higher premiums from me as someone with a cheaper out of warranty vehicle, why do then I get worse service as a result of this? The communication from Dotsure was DISMAL to say the least – I am never able to get a hold of the designated consultant Mariska, promises of her to get back to me at times did not always materialized, this forced the situation of me trying to reach her all the time which in turn lead to me given false information about my claim being paid. It was 8 days later and the claim was processed but still not released by finance, 9th day it was claimed that payment was released from finance but the status online only changed on the 23rd (today) – 12 days after claim registration. As far as I know Dotsure received their payments from me every month without fail. I shudder to think what will happen in the event that I had a normal accident claim – will part prices affect this process as well? Two months ago I was approached by discovery insurance who offered me a cheaper premium with a lower excess, car hire and household contents cover but I decided to retain my policy with Dotsure – now with great regret. When I came across the online portal which I thought was a lovely tool, I saw the addition of household cover and thought to enquire about cover on my home as well and possible pet insurance for our two Daschunds – doubt I will proceed with this either. Now I have been advised that funds will take 5 days to reflect in my account, it will be possibly 15 days after claim registration – FOR A WINDSCREEN! My husband and I start our days at 06h30 in the morning until 19h00 at night I also have a child that has special needs that takes up time in the evenings, extra murals that my son attends and I am continuously in and out of meetings – logistically everything needs to be planned to a “T” which I did explain numerous times, I need to arrange not to drive the vehicle for the day and must arrange transportation– Dotsure has made this impossible for me – to be honest I felt like Dotsure has not taken me seriously. In an age of service delivery Dotsure fails in every aspect other than collecting your money. Please see images - none of your communication works!!!