refund without success

We took out Travel insurance for a planned trip to the Netherlands in November 2023. Belguim airlines cancelled all their flights to and from South Africa. We contacted them and completed all the necessary forms to cancel our travel insurance, as we no longer will go on this trip. Belgium Airlines need to refund the tickets. We resend all the documents again to Harward Moretlo, and without any success none refund or response to my e mails.