NOT PAID! EXTREMELY POOR COMMUNICATION / DISPUTE IN CLAIM COVER

We sent a complaint to the relevant 'complaints' division of DOTSURE on the 28th of July'23 and no acknowledgement of receipt has been received. WE HAVE ALSO ASKED FOR TRANSCRIPTS OF OUR COMMUNICATION WITH DOTSURE IF THE CLAIM IS IN DISPUTE. DETAIL AS FOLLOWS: Our 3 dogs all have (had, sadly our dog, the subject of this claim, has died) medical cover under a DOTSURE pet policy. On the 18th July 2023 one of our pets on our policy took ill to the extent that we decided to rush her to the Animal Clinic the next day. On initial examination we were advised that the condition seemed serious, suspecting renal failure and that blood tests needed to be run. I informed the staff that our Pets are on a medical aid program with DOTSURE and they advised us to get clearance before they proceed. Whilst at reception, in the presence of the staff, I called the DOTSURE helpline and were transferred to a DOTSURE representative. I explained the situation AND AT NO TIME WAS IT MADE CLEAR THAT DOTSURE WOULD NOT COVER THE COSTS, IN FACT, THE CLAIMS PROCEDURE WERE DISCUSSED AND, IN LIGHT OF THIS, WE PROCEEDED WITH THE ADMISSION OF OUR DOG. As it turned out, our dog was placed on an IV due to severe Kidney failure and remained at the Clinic for 48hours, as prescribed by the Veterinarian. On Friday 21 July 2023 our dog, who now since died, was discharged and we paid the account, as requested by DOTSURE, in excess of R8 000.00 At home we proceeded with the claim only to be told that DOTSURE would not honour the clearance given telephonically on the 19th July 2023, two days earlier. HAD WE NOT BEEN BROUGHT UNDER THE IMPRESSION THAT WE WOULD BE COVERED WHEN WE ADMITTED OUR DOG, WE COULD HAVE PURSUED OTHER TREATMENT OPTIONS WE HAD OUTSIDE OF EMERGENCY TREATMENT SINCE BY THE TIME THE ASSESSMENT WAS MADE OUR REGULAR VET WOULD HAVE BEEN AVAILBLE.