Problem with 3rd Party claim

We had a 3rd part claim with Dotsure. We submitted all requested information, photos and statements for the claim of about R1188.41. The claim was registered on 30 November 2020. After submitting all info the claim was acknowledged on 19 December and we received a letter on 04 February stating that the claim will not be paid out because the dog did not act contrary to its nature because it was sleeping at the time of the incident. The problem I have is that the dog was not sleeping at the time of the incident. The dog was awake and laying with us on our patio. I feel that Dotsure made an assumption in this case and I asked them to clarify their assumption as neither I nor the 3rd party said in our statements that the dog was sleeping, we just said the dog was laying on the patio with us - meaning he was not standing up at that time. No one phoned me to ask me to clarify this in my statement, in order to establish if the dog was sleeping or awake. My last mail to Dotsure Liabilities where I questioned the outcome of the claim and their assumption that the dog was sleeping, was on 05 February 2021 and it is now over 2 weeks later and they have not responded yet. I think this is very bad customer service and I definitely want to cancel this service as I truly feel they will not pay out a large claim if they cannot even pay out a relatively small claim.