Travel insurance via Airlink Website a ****!

I purchased travel insurance with Next Care Health through my Airlink booking online. My trip was for Madagascar and I did a follow up e-mail with them to ensure we were covered for medical and insurance in Madagascar. E-mails went continuously unanswered until I finally found a WhatsApp number for them and got hold of an agent. The lady advised me that this policy does not in fact cover me for Madagascar! Not sure why Airlink is adding this as an option to flight to Madagascar when you are not covered in Madagascar. I told her then I will need to cancel the policy and she advised she will resend the policy to me and all I have to respond to the e-mail that I want it cancelled and will be refunded in 15 days. Well, no refund received and now they claim they aren't receiving my e-mails and there must be something wrong with my email. Told them everyone I am e-mailing is receiving my e-mails and responding without a problem. Asked her to confirm on WhatsApp that she has received my cancellaton request and she refused. Said they will only confirm on e-mail and my e-mails are being received. I asked her if this is their ploy to not refund clients, just claim we haven't got your e-mail so they don't have to refund. Just got told they can't confirm on WhatsApp and that was that. I have since sent the e-mail from my hotmail account but apparently they are not receiving that either luckily for them. I have notified Airlink of the partner they are usings treatment of their customers but they don't seem to care either. Don't ever buy insurance via Airlinks website!!