Pay back my money!!!!

I had AIP insurance with Hollard insurance for a few years. Upon wanting to cancel my insurance I was told I need to have my new cover active. I paid Hollard a full premium on November 20th 2022. My new policy with the new insurer was active on 1st December 2022. I cancelled my insurance with Hollard immediately and they told me that because it’s a dual policy I will receive my premium back. I then called and called and I emailed and emailed since then and have never received my money back. They keep on sending automated responses saying it’s been assigned to an agent and someone would get back to me. Today is the 24th of January 2023 yet no call or communication received again. Still haven’t received a cent back of my own money. How can I pay for 2 insurances on 1 vehicle? Also i paid hollard on 20th of November and my new cover 1st December. So I was double covered in December for no reason. I specifically told hollard this would overlap with my new policy and they refused to cancel my policy till the new cover was active. But also I paid hollard in October to cover me for November. So my new insurer would cover me from December going forward. Why did they demand for me to pay insurance in November and now they ignore me instead of paying my money back.