Terrible Customer service

Recently , my dog had to undergo surgery recently , so we approached Dotsure , seeking advise if our claims will be paid in full or do we need to prepare ourselves for any shortfall. We provided an Estimate as we could not provide an invoice at that time , which was infact higher than our actual invoice. We received confirmation via telecom , confirming this will be covered , so we proceeded with the surgery. After submitting the invoice for payment , we were only paid out part of invoice. When we queried this part payment , it was mentioned by Jehaan , the supervisor that we have exceeded our limits , but bear in mind this was our 1st claim in 3 years of taking out this insurance. We were told that they are unable to assist us any further as they have approved an estimate which is not apart of their standard procedures , This supervisor has no concern for customer service , this is their words , when you try to query it further "This was by no means guaranteed as it did not fall in the official claims process of assessment. I have attached the voice recording for your perusal, however it unfortunately doesn’t constitute an agreement." I will encourage you to follow our internal resolutions process by filling out a complaints form and submitting it to the legal department". This was their final words to us. It is so sad , that insurance companies behave in this manner , you pay for months on end and when you want to use the policy , they find every excuse not to pay , this is truely sad and unfair on many people , as we rely on this in desperate times.