No feedback on claim submitted

I have a policy with Dotsure , and on the 2nd of July while on a holiday , my car was broken into , they broke the locks stole the battery the radio and several of my other belongings I called the insurance to let them know about this, I called 4 times and I was put on hold for several times until they loaded my claim , I then called again to confirm the process only to find out that my claim was loaded incorrectly, but eventually they loaded the claim and they said I need to buy a battery and get a quotation for the the lock damage and send it to them they will pay but there is an Excess of 10% of the claim and a minimum of 5500, (my policy states that my basic excess is REDUCED after every claim free year I am insured with Oakhurst.) but I did not want to argue with the consultant so I said okay . The police assisted me to buy the battery at the nearest battery centre and they assisted in inserting it , but after inserting it the car did not want to start , I then called the insurance and they said to me they are not responsible for any Mechanical issues they just replace the battery , so I asked them how can they now assist me and they said they will send roadside assist , when the guy arrived he also failed to start that car . he then called the insurance to ask them if they will cover the towing of the vehicle and he was advised that they can only tow to the nearest dealer , and i was not happy with this because I stay in Kempton park and the dealer was in Vereeniging , so I opted they tow the car to where I stay and an Additional cost by me as the car was starting

My Fiance then called in a mechanic to come and have a look at it as we couldn't afford to have it towed again to a dealer , to our surprise he informed us that they people who broke into our car also stole components related to the computer box and that is why they car was not starting

I have been since Wednesday trying to call the insurance to notify them of this but every time i called i am put on hold and they promise to call me back of which they never do . my car was working perfectly fine when we drove to the resort it is in this state because of the theft and I do not understand why Dotsure as my insure is not helping , all i am getting is smses that are requesting things that i do not know they only thing i understand is the quatation.

Why is no one calling to explain thorough what I need to do , i need my car to go to work and I am really struggling and no one at dot sure is assisting me , even before typing this review i tried calling Mariska but the is no answer

I never miss my premiums with Dot sure but why are they doing this to me when I need them

The police did take the statement and photos even the resort also did i do not know what more to do to get the attention I need from dot sure