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There are two options here. The first is to send them a letter before action (copy attached) and if they do not repay within 14 days, start a claim against them at http://www.moneyclaim.gov.uk
The other option is to make a complaint and involve the Ombudsman.
You make the complaint and if that does not resolve the matter ask them for a "deadlock letter", which is a letter giving their final response.
Once you have the deadlock letter the next step would be to escalate this to the Financial Ombudsman Service - they will investigate and liaise with the insurer and make them repay you. They can order the insurer to make a financial award if they have acted badly.
The service is covered by the Consumer Rights Act 2015 so you have a right to expect a reasonable service - if you do not then the regulator will step in but it also means you can sue for any damages or losses incurred as a result of the insurer's conduct.
You can make the complaint here : http://www.financial-ombudsman.org.uk
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