Dotsure pet insurance

I had a policy with them for my cats, when I got the policy I ask them if it covers sterilization, so They said yes. I finely got to sterilize my female cats and wanted to claim then they told me that the policy does not cover this. I then froze the depot order to decide what I am going to do cancel the policy or carry on??? Until they taken payment (depot order) without my consent. This all happened on the end of June. They still have not refunded the money they have taken out of my account!!!!