Refusing to pay for my claim.

On 24/04/2021 i was on my way to take some laundry to the laundromat and my dog to the Vet to remove his stitches for an injury he had suffered. Upon arrival at the laundromat i switched my car off and got out of my vehicle to remove the laundry basket from the boot. I had to close the door because i did not want the dog to get out while i hand over the laundry to the lady that was already next to me behind my car. I closed the boot and walk to the drivers side of my car be on my way to the Vet. My car lock the doors automatically after i closed the boot and the keys was locked inside with my handbag and the dog. Luckily i had my phone in my hand. I called a locksmith to see if the can open the car. The guy was from Krabo Middelburg. He arrived abt 20min later. Once he got there he could not open the car because its a convertible and the windows is frameless. I decided to call dotsure and explain to them what had happen. The advised me that they will send their own locksmith. They ended up calling the same guy that was with me at the time. Krabo Middelburg told them that the guy cannot open the car. They called me back and told me they will call someone in Witbank to come. In the mean time the dog started to overheat in the car because it was hot in the car. I called again and told them are they sending someone soon because the dog is in distress. They advised me tht i should wait. I got so many sms from them with info i dont even understand. Almost 2 hours later no one came. I called again they advised me to wait, My dog became unresponsive and lethargic. I tried waking him up by calling him and knocking on the window. Im actually happy i had two witnesses with me all the time, the guy from Krabo Locksmiths and the lady from the laundromat. I could not take the risk to loose my dog since i almost lost him a couple of weeks ago. I asked the guy to break the window to rescue my dog. I called Dotsure immediately to inform them of what happened. I got a claim number and another consultant called me back. Long story short.....they refuse to pay for my window saying it was not accidental i broke it myself. What was i suppose to do since the same locksmith the called could not open the car, the people from witbank never arrived. The mentioned another guy as well....he never arrived too. I asked the lady from the laundromat to contact me if anyone arrives from dotsure....no one came. I am highly upset and disappointed in the service i got from Dotsure. They are quick to take your money but cannot render a service that you are paying for. I will not leave it here.