Insurance refund

Good day, I have been patient during this whole process, and was avoiding writing a complaint here but i have no choice. We were involved in an accident in August 2018, a month later we were informed that our car is a write off. Bank was paid out etc and on the 14th September the car insurance debit order went off my account again. I emailed the claims consultant and asked her why the debit order went off, she then apologized and said the system did not delete the insurance from my profile. She then said that she will arrange for a refund. Fast forward to Tuesday i emailed her again and asked her when will the refund take place and i received no response. Contacted the call center yesterday and asked what was going on and was informed that it was paid in my account and the refund is less than half the amount of my debit order. I informed the lady that i have not received the refund and queried with her why am i only being refund that amount and i was informed that because the policy was only deleted from my profile as from the 17th, which is not my fault so please fix this. Can you please sort out my refund amount and inform me when it will be paid.