Unsatisfactory service

My wife, child and I took a travel insurance with bryte to Zanzibar in December 2021 through Africa's Tay. We were supposed to travel back on 16/12/2021. On 14/12/2021 we went for pcr test as required. On *** we got the results back. My wife and child were diagnosed with covid-19. As a result they were refused to travel back. I paid for their extended stay, pcr retest and flight change. They traveled back on 19/12/2021. I since lodged a claim for the out of pocket expenses. They have not paid todate. Keep shifting goal posts. They neither return calls nothing. My claim no. 40247