Europe Travel Assistant

BEWARE of their Shengen visa policies and travel insurances. I´ve got a horrible experience. I have insured two people about 3 months before their travel, who were to travel together. Unfortunately, after 12 days we learned, that one of them won´t be able to travel due to serious family reasons. We have asked the company to cancel the insurance for that one person. The response was, that we can´t cancel one person, because they are under the same "policy". They have responded after 5 days. It surprised me, so I have replied, that in that case we would like to cancel the whole "policy", because we don´t want to and will not use their services. They have replied that we have not communicated that within 14 days, hence they can´t cancel the policy and refund the money. How do you call this. Thieves? How is one suppose to trust their insurance services, when they are unable to provide the sense of trust and safety in such simple communication? My recommendation is, if you travel to Europe and need Shengen visa, find another company.