Took money for Mobile insurance and paid Rs 500 twice but mobile not repaired or picked up

I made repairing request to the company against the insurance policy for my mobile Samsung S8 purchased form flipkart.com with additional insurance of complete protection by flipkart protect in October 2018. My phone screen was damage in the month of April 2019 and raised a repairing request on 11th April 2019 made a payment of rs 500 for processing under plan id JPPOFFK583431 for which the phone was never picked up for repair again after calling up customer care they assured me that due to technical problems at there end I have to raise a fresh request and make a fresh payment and they will refund the last payment. So I agrred and made a payment with invoice dated 2nd may 2019 till date none of the executive call for any assistance nor they are reverting to any of my emails. I called the customer service desk several times but nothing had happened at there end.