Read you policy

Being with Dotsure has been a pleasure up until I have to do my first claim with them in years. I submitted a claim for the firdt time and called and email them for assistance. Annemi Du Plessis send me the documents, however when i need assitance as I did not wanted to make a mistake she just never reop****, up until I recieved a email that they has closed the tickect. Bear in mind that I have been trying to hold of someone just to assist me. After a cpouple of days with emails I got hold of someone and they made sure I was contacted. Only then I found out that when you are in a state that you dog bit your family members dog you cannot claim. I was advised to read before I claim as that is in mu policy right I did read it year ago when I took it out,but why cannot the person that dealt with the claim could not advise me about that. Thanks for nothing after all these years!!!!!! Please guys read the policy every month try to stay calm when you are in this situation when you dog bit another.