Surprised by terrible service

Taken aback by terrible service. I took out this pet insurance as I was referred to Dotsure by friends. I submitted a claim iro my dog, duly completing and sending all documentation. The claims administrator asked for additional documents, which I provided. However, after a telephonic conversation with one of the claims administrators to query why I need to provide a medical history for a recue dog, it seemed that the only purpose in asking for the medical history was to repudiate my claim. Regrettably, it also seemed, and one hopes this impression is incorrect, that the consultant tried to elicit an admission from me on the recorded call (which related to medical diagnoses and I was not in a position to make) and which would lead to Dotsure repudiating the claim. I read the policy and could find no basis for Dotsure's possible repudiation, and I have received no response when I asked that they refer me to the relevant clause.

I wrote a complaint detailing the event and mailed in to Dotsure, but received no substantive reply, just the standard autogenerated acknowledgement of receipt they send iro every mail. To my surprise, a few days later I received a further letter, from the same consultant who sent the previous letter, asking for the exact same medical history I had already provided.

I also cannot log in online, as something seems to be wrong with the Dotsure system as well and one does not, despite requesting same to be sent and resent, receive an OTP in order to log in. I initially wanted to add all my pets to this policy, but this has been such an unpleasant experience, on top of trying to help my sick pet, that I doubt I will or that I could recommend Dotsure. To date, no-one from Dotsure has responded to me, but an unexplained amount was deducted from my bank account by Dotsure. I queried this - no response. Anything but hassle-free claims. An investigation of my complaint by Dotsure would be greatly appreciated.

Dr de Beer