Frustration to claim

I use to love Dotsure claiming was easy and I would get a reply the next day sometimes the same day. Now you submit a claim and you don't hear from them unless you try and call them. That also I cannot get through to Dotsure it stays on the same voice over I press exactly as it says i should but no Dotsure. I spoke to an Erika also online with the chat box and she said someone will call me I am still waiting. I cannot deal with this service it's a mission to submit a claim you send it in PDF you try and load now on the the portal online it tells me this diagnoses does not exist...I mean before it existed what now??? I am so frustrated. I pay R1600 a month premium for my dogs and this is how I must battle. I would like someone to call me from Dotsure cause I will not refer members of the public anymore.