Unhappy with the response and dealings with Dotsure.

I have been with Dotsure for over a year. There was relatively good up-to this point. I have a cat that suffers with Epilepsy that Dotsure is well aware of. I upgraded my cats plan for this reason and had a 2 month waiting period. The waiting period is over and I paid the new premium but I am now refused any claims based on the following -

“Charlie is on the Ultimate plan, but the plan was upgraded on 9 February, with a 60 day waiting period for illness. If the invoice is for an on-going condition or diagnosed during the waiting period or on the previous plan then it would form part of the initial claim, any new diagnosis or conditions will be based on the Ultimate plan.”

Please explain this to me. Is Dotsure saying that nothing to do with the epilepsy will be covered as it was diagnosed on the old plan?

If so I’m wasting my time, money and effort and need to start searching for another Pet Medical Aid.

To make things worst I had tried to escalate it and raised so many cases but nobody responded until yesterday. This is going on for over a week now.