BAJAJ ALLIANZ HEALTH INSURANCE - medical reimbursement from health insurance Company

I used to work for Company(ELCM or Equinox Labs) and during my company tenure, I have been operated for Ear Surgery(Stapedectomy) and for the same all pre-tests were done in Kokilaben Hospital before April **th. For reimbursement, I have submitted the complete File with all original documents as requested by Insurance agent from BAJAJ ALLIANZ HEALTH INSURANCE that is assigned to us in our company(ELCM or Equinox Labs).

I have all the whatsapp conversations with him where he had promised that he will get it done and he requested to submit the file through company.

I have submitted the File with all the original documents. However, the guy is not responding to my texts nor to my calls. I tried reimbursement process by directing contacting company HR and they tried sorting this our with the help of other insurance agent/manager but they are unable to proceed with investigation as they don't have any valid documents.

Kindly suggest me, what needs to be done? Shall I file the complaint against my company(ELCM or Equinox Labs) or against BAJAJ ALLIANZ HEALTH INSURANCE or against Insurance agent?

I am confused and lost. Any help is really appreciated.