MakeMyTrip India — not refunding insured booking

I have booked hotel at karbi with mmt with toffee insurance in which it was clearly mentioned that we will get refund on hotel cancellation if we provide canceled air tickets, i have provided all document of insurance and canceled air tickets but mmt is refusing to give refund. They were ensuring till last moment that they are working and will get refund after the booking date will pass but now after 15 day they are refusing to give refund