bajaj allianz not giving me refund

the company not refund my claims i had sent all the documents kolkatta branch to celestine she told me require documents i also sent second time through courier pod# 0611471 query no 5174011 & pod#236338 query 4705077 first she told me that she look in this matter document with him now when i had contact 09830885016 on her cell she told me i dont get your documents my policy number0092342248 kindly look in this matter