ICICI Lombard / Travel Insurance — Refund demanded for wrongly issued duplicate policy

Address:

Delhi

I had made a payment for travel insurance of my Daughter Riddhi Atri
for INR 700 on 11th January through my American Express credit card. While the payment
got deducted (at Amex) the payment failure message was received at the ICICI
lombard site.

I raised this to the call center who asked me to make payment through
my ICICI debit card to get the policy and the earlier failed payment amount
will be refunded to me. The call center people also assured me that all the communication between us is being recorded and the same can be referred back to on a later date as well. I did that and the policy was issued to me using my ICICI debit card. To be on the safer side I also raised the message to ipartnersupporticicilombard.com which was the ID that had popped up during the failed transaction on 11th of January itself and then boarded the plane to Singapore.

When I returned back to India I found that the payment was not refunded back to me and they had issued two policies in the name of my daughter Riddhi Atri.

I contacted their call center and spoke to their call center executive " K M Nisha" who told me to mail my problem at "CUSTOMERSUPPORTicicilombard.com". Since then I have sent multiple mails to them and called them multiple times but they are not cancelling the other policy in the name of my daughter stating that the policy is already expired. The policy to be cancelled is - 4129/W[protected]/00/000

Requesting your help.

Actions taken by me this far:
1. Called up the call center for issue resolution (payment failure message received on ICICI site while the debit done on my Amex card) and wrote a mail on 11th January to ipartnersupporticicilombard.com
2. Wrote a mail on 20th January (when I returned to India) to ipartnersupporticicilombard.com reminding them for a refund.
3. Called up ICICI call center on 20th Jan and spoke to K M Nisha about the issue and asked for cancellation of one of the policies.
4. Wrote a mail on 20th January (when I returned to India) to CUSTOMERSUPPORTicicilombard.com as asked by K M Nisha reminding them for a refund.
5. Wrote a mail again to ICICI Lombard on 25th of January after receiving a letter from ICICI Lombard which stated that the refund would not be done as the policy had expired.
6. Wrote a mail again on 6th of february asking them for a refund. Also told them that I will take the legal route if the refund is not done till 10th Feb 2013.