Rejected claim (long read but a warning to others)

I joined Dotsure in 2017 and was happy until about a year ago. Their service started to go down hill. Claims took longer to process, staff were not as friendly ect. But the real crunch came on the 07/03/24 when my Boerboel Sassy suffered a gastric tortion at +- 6-45pm and was rushed in the vet. This was corrected under GA and she was kept at the vet over night with the possibility of surgery the next day. I contacted Dotsure to tell them and enquired if this would be covered. I was told they would need a Vet report and that I should go ahead and then submit the claim. 08/03/24 Sassy had to have a Gastropexy and Splenectomy. She had to stay at the Vet again for cage rest and recovery as well as injections, drip and other medications. 10/03/24 she had to remain at the Vet but was on oral meds. She was discharged the following day as she was recovering so well as she is a very healthy dog. I submitted my claim to Dotsure and the service received was shocking to say the least. The consultant had no idea what a gastric torsion was and outright rejected my claim as gastro was not covered on an accident plan. Trying to explain that Sassy didnt have gastro was fruitless so i escalated my claim to a manager. That to was useless so i escalated the claim again and was referred to Joel Slinger from Badger who is the team leader for internal resolutions. He never looked at the claim and passed it onto Samantha Daniels from the same company. I was told it could take few days to resolve but heard back within hours CLAIM REJECTED. I have now escaled the claim to NFO (National Finance Ombud Scheme SA) it is now 12 June 2024 and I am still waiting for an answer. A gastric tortion is an accident and not a disease as Dotsure claim. I have since cancelled my cover with Dotsure and have joined a Pet Insurance company that even lists GASTRIC TORTION as an accident in their accidental cover brouchure. I am hoping to hear back from the NFO soon and be able to force Dotsure to pay up what they owe. Be careful who you insure your beloved pets with as this could have been a heartbreaking situation, as it should have been covered.