Extremely unhappy - Zero customer service or care

I joined Dotsure just over 3 years ago, and at the end of May this year my Dog had to be rushed to the vet due to sudden throwing up and passing blood in excessive amounts, once we got there and blood work was done, the vet told us that snowball needed to be rushed to hospital due to her platelets being extremally low.

In total snowball was there almost a week due to the doctors picking up the cause was pancreatitis due to accidental ingestion of toxins,

On the 28th of May i submitted all documentation towards the claim and received a generic rejection letter around 30 min later, i have since followed up the email reply to state that Snowball’s pancreatitis was not a pre-existing condition, nor had she ever been treated or diagnosed for it before. Both veterinarians from Silverglen and Westville have stated that the most likely cause of Snowball's condition was accidental due to her being normal that morning. This likely occurred due to the presence of certain plants or household chemicals, exacerbated by recent construction activities and the presence of our **** at home over the past few weeks.

Given this information, it is clear that Snowball's pancreatitis resulted from an accidental ingestion of toxins, which should be covered under the Accidental Plan. I believe this falls within the scope of the policy, as it was an unforeseeable incident and directly related to accidental exposure.

I requested that they reevaluate the claim with this context in mind as all documents have been provided as asked.

I then received an email back on 31 May requesting Clinical notes from the vet, which was then sent to them on the same day, directly from the vets offices,

with zero updates or emails coming back, i continued to email and live chat only to get generic replys until a Claims Admin (Chanley Shee) contacted me to say they havent received the Clinical notes yet and that i could email her everything i have already sent to dotsure, and that she would follow up, this was on the 4th of June,

Ive since followed up on the 11th and 12th of June to Chanley and i received no emails or updates, the number provided is forever busy saying the number is in use, and have sadly hit another dead end,

in frustration ive had to call the toll free number only to find out that this claim is still in the exact same state that it was since the 31st of May and they cannot find the Clinical notes from the vet, if this is still a pending claim how is it that ive had zero emails even updating me on where i stand??

ive since contacted the vet to try and get these precious Clinical notes myself to try to submit again but is left highly frustrated with dotsure and the process, Dotsure has had zero issues with my debt orders going off like clock work over the last 3 years, yet when i finally submit a claim with all the correct paper work needed, this is the treatment and runaround i get, and is totally unacceptable!!

I would like someone to call me back asap to fix this as ive been extremally patient