Radio silence when trying to get a question answered by Dotsure Pet Insurance

I've been trying to get hold of any agent who can hep me at Dotsure with no luck. It's outrageous that you don't even do me the courtesy of responding to my emails. All I am asking for is someone to explain a claim payout amount to me and explain the breakdown - surely that is my right as a paying customer?? Please can someone urgently contact me about this.