Dishonour policy and don't respond to contact

I had to travel at no notice so bought World Nomads for a 5 day trip. On day 1, a flight was cancelled and I was stranded en route so needed to make a claim, but as I'd bought it out of Autralia, there's a 4 day wait until the insurance is valid - it's hidden somewhere in the small print. So they charged me for 5 days of insurance, but were actually only covering me for the final day of my trip! Criminal for starters.
Finding this out, I said I wanted to cancel my insurance and get a refund as I too got a 'cooling off period' and would have to get insurance from elsewhere to actually be covered (which I did). I had to follow up twice when I had no response, then after about 3 weeks they asked me to explain in detail my case, which I did. After another 3 weeks and more emails from me, I received an apology for the delay and they asked me to explain in detail my case, again, which I did. Again, I had to wait some weeks and send more follow up emails before being asked to explain my case again. At this point I got angry and pointed out it was all in the email thread. After some discussion, they then wanted me to send on all this personal information (copy of new replacement insurance, passport, itinerary, tickets etc) that they'd never wanted before and I became incredibly suspicious as they wouldn't tell me why they wanted the information. In the end, I chose to abandon my efforts as they refused to take my concerns any further without this information. They were dismissive and obstructive at every turn.
I've used them for years and supported their charity and now I finally need to make a claim get this treatment - took around 5 months to get even this far; it's criminal behaviour. Thank the Lord I wasn't in life-threatening danger as I think they would have happily sat back and enjoyed the show. Not worth it!

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