Bajaj Allianz — payment made for travel insurance but policy not generated and no response for the complaint

On sep 2nd, i have been trying to buy the travel insurance online but after payment the site crashed and no policy was generated.
I have raised concerns on this to bajaj allianz websales and travel team, but they are not providing a proper response.
It's been more than a week since my payment. I have made several calls and sent mails as well but not providing a response or refunding my money.
The complainant number is 80150185.
Also for the mail sent on 3rd september, they are replying they took the complaint only on 5th september.
Kindly help me to get my money back.