Times Global Insurance — no response to my claim request

I accidently dropped my phone and cracked the back cover of my samsung galaxy note 8 for which i had taken insurance from times global. i tried contacting them over the phone but they never answered. i have tried emailing them and they initially responded to me and said i will need to send my phone to them in delhi to repair. when i asked them to allow me to repair it locally and then refund me the money they refused. they also refused to give me a replacement phone for the time being as well.
In such a scenario after going back and forth multiple times they offered me a refund of my money but pro rated. i sent them my bank details but they have stopped responding to me after that. i have been following up with them since 23rd may and have sent them 4 emails but got no response. need your help to get them to respond and refund me my full money.