Acko — Travel insurance

I have done bus booking for my guests on 23 October from ease my trip ..booking was confirmed ..so my guests were waiting for the bus but was not sure of bus no so when i called ease my trip for bus no details then they told me that the bus gas been cancelled for some reason and the refunded my partial travelling amount but when i talked about my travel insurance and they said me to call acko ..so i called them but they refused me for the claim ..my guests were so mentally harassed they waited for 2 hours for the bus but the bus got cancelled and despite they did nothing only refunded my amount ...and insurance they refused for the claim for inconvience