Warranty claims- horrific experience

Dotsure has a fantastic online system that seems to work great, and then, there's their service... They seem to have focused so much on having a great online tool and not making sure they can service clients for the product they're sold.

I lodged my warranty claim online last week, and immediately received an SMS as acknowledgement. I received a call as well and I was impressed. I was told once docs are received from the dealer, I'll have a decision in 24-48 hours. I sent the docs through, and since then, have not been able to get through to the person assigned to my claim, or the warranty call centre- it appears it doesn't actually exist. My car has been waiting at the dealer, and I have been scrambling calling, sending Facebook messages and feeling very, very nervouse about taking up a product with this company that they don't seem to know how to service.

All documents you required were sent, the person you assigned to my claim isn't in, how has it not been sent on to someone else to review? I want a callback today, and a decision on my claim.

Disgusting, horrific, shocking service. It looks like they're only equipped to cover your pet.