Very poor customer service

Dotsure pet insurance, it all sounds so promising when seeing all the adds on tv, takes your money every month, but as soon as you try and claim they pay you R210 out of a R1800 bill, dont think you can query it, its been more than a month an about 5 emails, and still not a response to say they are looking into it or anything, just complete silence. Fantastic customer service!!!!!!