Poor service with Dotsure insurance

On the 14 August 2023 while traveling on the road i came across a pot hole that damaged two tyres from passengers side on my vehicle. On the 15th August i called the Dotsure insurance to claim, i spoke to Cathline who said she will come back to me. She came back to me after six days requesting me to send all the documentation needed for them to process the claim, i then sent all the documents through email and their waatsapp number. I didn't get any response from them after submitting documents that were requested until i decided to make a follow up. They told me about a 62% that will be deducted from the quote that i made and sent to them due to the depth of my tyres that i was never told about on my contract yet my tyres are road worthy and according to the depth of my tyres they do comply with the National Road Traffic Act as one was 3.6mm and the other one is 3.3mm. I find it unfair for them not to assist me to the fullest yet i have beena loyal customer who receives a very very poor service from the Dotsure insurance. I am truly disappointed and unhappy with their bad service.