Claims no feedback, resending with no feed back, same information asked again...

My two dogs are on this insurance and one cat.

The dogs are on the Super plan, I needed to take them both to the vet 02.01.2024 as one had a sore ear and the other was scratching her eye.

The Dr Checks them, one has Otitis Externa, which is an ear infection, the other has an ulcer on her eye from scratching it with her nail or something.

Both dogs are treated, both dogs are on the same invoice, I submit this invoice twice via email as it has two names on it. I get told after enquiring what is happening with the claim sent, that it is in review and that I must provide all the information, I say it is all on the invoice, I get another response which is clearly a template sent back stating the following which was all on the invoice originally sent twice.

"Things to remember, that need to be included on your invoice, so that we can process your claim quickly without having to ask for more information.

Your doctors practice name and practice number must be displayed - SHOWS ON THE INVOICE • The name of the person that went to see the doctor must be on the invoice - THIS IS ON THE INVOICE • Detail of the consultation or procedure. Example: Consultation / Radiology / Blood work - THIS WAS ON THE INVOICE • Medication administered or dispensed - THIS WAS ON THE INVOICE • Amount invoiced - THIS IS ON THE INVOICE • Amount paid - ATTACHED TO THE INVOICE • Proof of payment with the invoice - ATTACHED ON THE INVOICE

I received a payment of R1462.10, R750 Pending.

The total invoice is R2488.11, my animals vet consults on super go up to R1550 each per consult, who or what even calculated the amount paid or pending.

I have not received any more feedback since and to be honest every claim seems to have a delay or issue lately, yet I have been using this pet insurance for some time now, updated them on higher plans, they have mostly always been good with the claims submitted to Petsure, now suddenly we must provide the amounts and the information again and again already given and the amounts paid are incorrect or unfinished or pending with no feedback provided again after this.

Please can someone have a look into this and advise the way forward.