Payment refund

My mother 81 years old, paid for travel insurance 04/03/2020 R13 500 for her trip to Australia, Perth. Due to the pandemic (COVID19) all trips was put on hold and during this time she fell ill and is unable to travel even when the flights are opened. We have documents from the dr stating mums condition as well as emails where they confirmed 80% will be refunded. They said it takes 30 days for the payment to clear and it is now over that period and still no funds have hit our bank account. We have sent numerous emails and made calls but promises have not been fulfilled