Insurance/Refund Scam

I purchased two tickets for Montral from California in November and unfortunately need to cancel one. After being sent a few pesky emails about it, I had indeed purchased travel insurance, only to be told by a representative that the insurance doesn't matter, and I can't get a refund for my ticket. This is utterly ridiculous, and I really hope that it doesn't have to become a legal issue, but that is the way things are looking at this moment so...