Duplicite to say the least

So here we RentalCover are not able to trace the order for the duplication of my insurance, but will RentalCover refund me will they heck. I am up to about 16 emails to various people (no names are ever given), and am going round in circles, I dont think RentalCover quite understands English, And the tap dancing continues. Its costing them more in time and labour than the refund is worth, but as I said to them I have time, lots of it as I am a retired pensioner. RentalCover doesntt even understand when I ask them (no names are ever given) to elvate this to a FORMAL COMPLAINT, I have no recourse now but to contact the Financial Ombudsman. Judging by the comments I am not the only one with this complaint