Goibbo - Refund on flight cancellation not credited

I had to cancel my flight from Male to Mumbai on **th March because of a suspected Covid** case in my hotel. I have been trying for a refund on trip cancellation which is covered by the Bharti Axa insurance policy I had paid for during my flight booking though goibibo. I have been constantly following up with your team for the past * months but am asked to produce a proof from Goibibo stating why the refund has not been processed. I have a response from goibibo where they have mentioned there is no refund. Srilankan airlines has emailed saying all flights before **th April **** will be refunded or a voucher will be provided. They have asked to contact goibibo since the booking was not made through srilankan airlines directly. Both goibibo and Bharti Axa are not responding to the emails with proofs asking for the refund