MSure refusing to attend to my refund query

I requested a refund from M Sure 9 days ago. In the correspondence I have sent, I attached all the necessary document and files. No one has contacted me. I am a paying customer and always up to date. In these 9 days, i have been trying everyday to get through to claims and the IVR drops the call making it dead calls. I have experienced something similar in a call centre where the consultants freeze calls so they do not come through. Please I would suggest you listen to the very short and very long calls you would hear nothing on the other end. Nevertheless, I called yesterday and had to choose other options to just speak to someone. I got through to customer care and the agent tried to transfer me but could not. He got back to me 5 minutes alter and said he will send an email to one of the team leaders in claims division to get one of the team embers to contact me. At this stage, I do not knoww if anyone even had a look at my email. I am disgusted. Prior to this, my car has been at the dealer for 3 months, 2 were because of the lockdown restrictions and one was because of them unable to get claim correspondence. Is 30 days our new ETA for customer queries? My contact number: ***