My Dotsure Telematic portal GLITCHES

Dotsure has affordable insurance products for cars, homes, pets and more . So far, I only got to use their towing benefit attached to my car insurance policy. Car tracking device is installed as part of such policy. Lately I couldn't access information from their present Telematic portal linked to the tracking device on my car. I reported this to Dotsure and I was told that they can access information from their side, meaning that the Telematic portal is fully functional according to them. I, on my side can't access the required information from the Telematic portal. In the midst of this problem, I got to visit a friend who operates a taxi via an app at my residence . His taxi app is affective to such an extent that he can view other taxis on selected routes in real time and real location. This is also what clients use for tracking their requested rides "in real time". Having seen this, I started to wonder as to what is wrong with my Dotsure Telematic app? Can anyone come to my rescue!!