Great client service but not well described implications of rules

In terms of the representative that assisted me namely Liam Glenister, I give him a 5 star however there was a clear reason why I left Dotsure as an Exotic pet insurance provider. I was VERY dissappointed to say the least in that Dotsure was not willing to understand or accommodate my point of view. I have 2 animals on their Exotic animal plan, 1 of which became ill a year into me joining Dotsure (when the option of a Higher plan was not available). The animal has been diagnosed with a Chronic respiratory disease that cannot be cured and will require ongoing medical treatment until he passes away (which could be only in another 5 years of so). With this and what I did not realise was that if the animal needs medical treatment in a year - ALL consultations/treatment for the Chronic respiratory disease, etc are processed under 1 claim event for the entire year ie. so whether the animal is treated 1 x in that year or 20 x in that year, I will only receive the benefit of claims up to 1 event in total ie. max of R425 for medication for the entire year for ALL consultations/medical treatment related to the same chronic condition.