I have been a client for dotsure for almost 4 years

I have been a client for dotsure for almost 4 years.Past week I claimed for my fridge and food inside. They said they won't pay because they need proof of power outtage I sent the proof still claim rejected because I am not covered for power outtage which none alerted me about I knew that I had full comprehensive cover.i am very disappointed 😢 and this thing of thiers of not having own supplier to call out its boring I had to pay call out fee out of my own pocket now I have forfeited the money.so it's a loose to be with them