Got trip cancellation insurance and had to cancel ...

Got trip cancellation insurance and had to cancel my flight as a family member had passed away. Was told I'd get my refund in 5-6 weeks. 8 weeks later and I've just been told it will take another 5-6 weeks to receive it??! Not to mention it takes a week for them to respond and no direct phone number. Terrible customer service, will never use them again. I DO NOT RECOMMEND!