Chubb Insurance

I took insurance with Chubb when I was booking my flight this morning as the information mentions that I will get fully refunded should I wish to cancel. Now a few hours later I cancelled my flights and I was charged R1800 cancellation fee and my credit was put into some wallet. I called the call centre and I spoke to Ketso. She explained to me conditions of full credit which is something that was not displayed by Chubb when I booked. All I saw on the website was that I will be covered with a list of things including the 100% refund should I wish to cancel which I think is really misleading.

I really need my money credited to my account as I desperately need it.