building protector double insurance paid

i have been paying double insurance for building protector for 6 years with STD bank and OOBA i contacted standard bank who organized the insurance. i had to send details by email i had consultant from std phone me and persuaded me to stay with std bank and would organize refunds for double insurance -- I HAVE HAD NO COMEBACK FROM STD BK AND WHEN I PHONE THEM I CANT GET PAST SECURITY QUESTIONS SINCE THEY HAVE ME MIXED UP WITH WRONG DETAILS.