Thievery & Radio Silence

Prior to our our debit order date we received an sms saying they'd start attempt deductions the day before the agreed date and thereafter. My husband emailed them and told them they have not got his permission to do this and should they do so, he'd be cancelling the policies with them. They did attempt a day early so an email was sent on the 25th telling them to cancel the 2 policies and stop the debit order or refund, whichever came first. Only on the 30st did my husband receive a telephonic reply. The policies were cancelled and he was told (he has a recording of the conversation) that the refund would take 5-7 working days. This time passed and the money was not refunded. He emailed and demanded the money be repaid by the next day. No response. Today 11 days (working days) in, the funds owed to us have STILL not been repaid. How long are we to wait? This money was expected and allocated to our budget and now we are up a creek because they have not kept their word. What would have happened in the case of a serious accident and a claim???