Sadly dissapointed

I am so disappointed in an insurance that I was so excited to be part of. Somebody gave me a Puppy in April, and even before I've received the pup, I joined dotsure.co.za to ensure that the pup can receive the best medical care, PS: I do not even have a medical aid myself. Diligently I paid the policy. Last week the pup fell ill, and I was told at the VET, that I should pay first. I then needed to borrow money to pay for the bills. I claimed and the claim was rejected, leaving me at no better space than even getting the policy in the first place. I now owe people money that would have been paid back after refund. I think their advertising creates a picture they are not. I am heart broken and disappointed. Ashamed as I can not refund money to people who were kind to me.