Pathetic service from DOTSURE!!!

A claim (claim no. 10004****4-00002) was submitted for the theft of a motor vehicle on 9 Sep 2023 yet it is now 28 Sep 2023 and no payout disbursed. Numerous calls have been made to the insurer with the hope of finalizing the claim yet all you get told is that the matter is "locked-in" by the case manager (Simone) whom will get back to you asap but guess what...she never calls nor follows-up on their promises. At some point, the call was answered by Simone's colleague, Wendy, whom also promised to send Simone an email with high priority to revert but again, Simone never responds with the answers to the questions raised. Simone is *********** and lacks comprehension regarding the policy cover as her "explanation" is contradicting and flawed. We have even asked for the matter to be reviewed by a senior manager as well as to involve their legal team but yet again, this was promised and lacked a response. What's even more frustrating is that the very same vehicle was in an accident a few months ago and the claim then was processed with just the basic excess being charged yet now the very same driver was in possession of the vehicle at the time of theft and Simone insists that an additional excess of R3k must be paid...a load of ******* and ******ion to some degree, if I may state. Dotsure, read this carefully, we are sitting without a vehicle nor payout for almost 3 weeks and you just don't seem to care to assist to ease the emotion that this crime has brought to our family. Furthermore, refer to your policy wording around "open driver" policy vs Simone's vague knowledge...go investigate! Simone claims that the policy doesn't cater for an alternate driver yet a call to another consultant (can't recall the lady's name) confirmed that the policy is endorsed as "open-driver." Again, that lady couldn't help further because the lazy Simone is the "ONLY" person that can assist yet she lacks client focus. All-round poor service from Dotsure as their online portal is flawed, their generic email account is not managed as even the investigating officer (Marius Pretorius) called and asked for the very same documents to be emailed to his private email so one asks the question...why implement a process if it's not followed through? As a consumer, we should be made important and simplicity is key yet through this awful experience, will result in us searching for a new insurer that keeps their clients at the focal of their operations. P.S. Let's see what Dotsure management does to make things right in all aspects.