Horrible first claim experience

A while back I wrote a glowing review when I signed up to Dotsure Pet Insurance. In my review I mentioned that the sign up process was very pleasant and was hopeful that when it came to the claim process it would be the same. I can confirm now that it is not the case. They were all to happy to sign me up and take my money but when I needed them they were not there to support me. My dog ingested some rat poison, the Eco kind from Efekto, which has a active ingredient of Vit D3. An high amount of Vit D3 can cause damage to the kidneys. When I noticed that my dog's bladder was leaking overnigh I took her to the Vet. They ran blood tests and these confirmed that her kidney functions was very low. They immediately admitted her to hospital and kept her overnight on a drip to flush the kidneys. The Vet also put her on a special kidney diet. After 2 weeks on the diet and us monitoring her I took her back for some further blood tests. These blood tests confirmed that her kidney functions were back within the acceptable range. We will keep her on the special diet for a further 6 months to assist the kidneys in their recovery before a follow up Vet visit. My dog is doing very well at the moment for which I am gratefull. When I submitted my bill together with a report from the Vet, Dotsure refused to pay my claim as they ruled it as a illness and not accident, eventhough poisoning is clearly stated as an accident which is covered. As my policy was not past the 30 day waiting period for illness I cannot get my claim settled. Dotsure looked for every excuse to not pay my bill. This is the reason I got the insurance in the first place in case of accidents like this, but how can I trust the system if it has failed me the very first time I needed it. On top of this I struggled to get hold of the claims department for more than a week, every time just being told they will phone me. When someone eventually got back to me I was speechless and gutted. Typical insurance answers always trying to cover themselves and look for a way out of paying. Very quick to accept my money but I have to fight to try and get something in return.