Shiprocket eCommerce and logistics solution - refund not issued for lost shipment

Ship rocket lost my shipment. It took them a month or so to mark it as lost. I had filed a complaint for that earlier here. The shipment was insured and it has been over a month that they have not refunded my money.
Every time I call, they ask for **-** hours to find a resolution. I must have spent easily over *-** hours speaking to their customer service teams.

This is causing me stress & costing me business.

I have recorded the last phone call with them.
In their system all my complaints and calls are recorded.

Please help.