Paid for flight tickets and Flight Protection. Passenger hospitalized and FlySafair refuse to do refund

Can someone from Flysafair please get back to me regarding my refund reference ***. I paid for flight protection. But I paid for 3 flights for a passenger, I have send the hospital motivation that the passenger was hospitalized, I did inform Flysafair that the passenger was hospitalized due to a medical reason not accounted for by me or the passenger. This was also proven by a motivation letter written by the Dr. But FlySafair doesn't get back to me about my refund.