Refused to pay for pet taxi knowing i reside in cape town and my dog in Durban

Recently my pet Coco (female pitbull) has been getting these skin conditions on her face and when i showed a few pet shops they suggested sun screen for her due to the high temps in durban and coco loves the sun.Because i reside in Cape town and coco is in Durban with my mum who's 67 years of age i ensure coco is up to good health to protect my mum and that they are safe together. So i took outsurance pet for about 5 months till this day without a claim. For the past week coco's face has been getting worst due to the burns spreading across her face...so i decided to place a claim with outsurance ove the weekend so coco can get some treatment because the sunscreen never seemed to be helping her.I place the claim and had to wait till this morning and got a call from whitney taaibosch,i explained the situation and she sent me the claim forms,because there is no ine to transport coco and my mum to a vet i requested if outsurance can please suggest a mobile vet and whitney stated they cant. So i had to get some one to take them because i live in cape town,i manage to get hold of a Pet taxi that cost R600 to transport coco and i made arrangments with ashburne vet who accomodated the time of 12 midday.i called Whitney and stated this is the only way i could get coco to the vet and whitney then tell mes they cannot cover the cost for the transportation of coco,this insurance was taken to relieve my stress of not been present if something of this happens but its turne out terrible because you outsurance have told me that getting my pet to a vet is at my cost and i dont believe this because i cancelled dotsure to join you people and get treated like i am a outsider. I now have to cover the cost for coco transport and R1600 at the vet and now wait like a idiot for a claim to be approved by you!! The reason for this insurance was to help and assist with such accidents and emergencies but you people only want to collect the money and make promises to get us onboard then when its claim time there is rejection and clauses....You have no idea the stress and trauma one faces especially if their loved ones or pets are in this situation. I honestly feel i should off stayed with Dot-sure because they are too kind to assist in these times and imagine its middle of the month and i am coughing up these amounts and you benefit my money at the month end !! i am sorry you are a bunch of real ***** !!