No response on query

I have been a Dotsure client since August 2016. I have five dogs covered with Dotsure. Three boxers and 2 great danes.

I have upgraded my four younger dogs to the Ultimate Plan in 2021, having claim limits of R35,000 and overall R100,000. I have taken out the waiver of the sub limits.

On 12 June, my 4 month old great dane had an allergic reaction, which we suspect was an insect bite. Of the total claim of just under R2,000, only R1,280 was paid. I asked for an explanation of what was not covered on 14 June 2021. I followed up on 3 August 2021. To date, no response. This is really a first for me as I have been use to exceptional service from Dotsure, but not the case this time.

I am questioning whether I am actually just wasting my money on the the Ultimate Plan, and whether this plan will actually step up when I have a major crisis, or will it only pay 65% of the claim?

I love my four legged children and want only the best for them. Not really sure that this is the best to be honest.