Frustrating & slow service

This is the 2nd time I've attempted claiming from Dotsure,and both of my experiences have been stressful and drawn out. Having to claim means that something bad has happened to my dog which is a stress in itself and to add to that - trying to submit a claim and communicate with dotsure & the vet. What a complete nightmare it has been and I am so tired of going through this. Considering closing my insurance with dotsure as it has not been of any help through this trying time, and after nearly 2 weeks i have not got any closer to submitting a claim. Dotsure claim to have your claim submitted and sorted and paid within a day or few hours and i have yet to experience service like that. So frustrated.