Lond over due unpaid refund by discovery insure

I had submitted a claim for refund on 24 April 2018 in relation to deactivation of tracker system that was install in my car. I was promised that the refund will be done within five to seven days. I called again on 08 May 2018 and I was promised that the refund will be done within 48 hours. Today (10 May 2018) I was on a call for 30 minutes with a call agent who could not assist me. She try to call finance section within discovery with not lucky. There is no hope that the refund will be done. The amount is more than R1000.00. Discovery insure do not have a problem to deduct money from my back bank but there is problem for them to do a refund. if there is outstanding information that need, they must just call me or send an email as they have my contact details. however, it is me who must spend money on a phone calling them so that they call make a refund. my policy number is ********** 215