Auto and me a run around for my refund

I submitted a refund claim with auto and general on 21/07/2023 on my building insurance with them as I had sold the property insured. On the email I had included proof of transfer of the property to the new owners ( as email letter from conveyancers) as per their request upon call. On 24 July they told me that they are not happy with the letter as it only reflects ERF number and that I need to give them something else with the adress to prove that it’s the same property insured, on the same day I sent them email trail from the conveyancers from when I bought the property, which included ERF number and address to show that it is the same ERF number. Till this day I’m have not received my refund, they are giving me a run around. I constantly have to follow up of which I do not have time for that as I am a mother to a new born baby and need my money to be paid back to me urgently.