Disappointment

I'm really not happy with MVIA Insure, I made a manual payment for 2 months of my Vehicle Warranty but I was told that the policy has lapsed so I should request a refund, that was the 20th of September 2025, which I did request, but until now, they keep telling me that my request is with the Management and that there's no turnaround time since they work on first - come first serve basis, so they don't know how long it will take. It's been a month now, I've been calling them time and again.