refunded ticket, what about insurance?

i bought the wrong date and cancelled my ticket. they told me i had to wait for my refund. cool. they said i had to cancel the insurance through allyz. i FINALLY got a hold of a human instead of a bot. they said there was no case for my name, number, or email. they said call back tomorrow if i don’t receive anything for the refund. how would they refund me if they have nothing on me though? she said it could just be because it’s a fresh cancellation, but idk.

has anyone else had this experience?