Very poor service Kaelo Xelus Gap cover

I have been awaiting a gap cover refund from Kaelo Xelus since the 13th of October. At first, each time I queried the long delay, I received a new reference number and a promise that someone will be in contact within 48 hours (which never happened). Then I received an apology for the longer than usual delay. Upon querying again, I was told they had not received a request from me at all. Sorted that out and now just silence.........