Bajaj Allianz — claim denied and they won't send me a report

Address:

Hermes Drome society, Viman Nagar, Pune, Pune, Maharashtra, 411014

I bought a bike- Bajaj Pulsar RS200 last year in the last week of July. I also bought Bajaj Allianz two wheeler motor- general insurance with it for 1 year.

Last week (mostly on Thursday (11th July, 2019) night), a rat got into my bike and damaged 2 wires of the Fuel Injection system. I noticed the fuel injection (FI) system malfunction light blinking and took it to the service center on Saturday. They checked the bike for 1 day and told me about the rat damage on Sunday. I went to the service center on Monday (15/07), checked the bike, and filled the papers for insurance claim along with the required documents. A surveyor- Rahul Pandurang Delekar ([protected]) was assigned and he checked the vehicle before he called me and said he wasnt sure if my claim was going to be approved but he still forwarded it to the company.

He called me on Tuesday morning to tell me that the claim got rejected. I asked him for a valid reason and he said rat damage is not listed in the acceptable circumstances list. I checked their policy exclusions online and it wasn't mentioned in that as well. He also said that no other company would provide rat damage cover for any 2 or 4 wheeler but I told him my friend's car had a rat damage which costed him 47000 rupees but was covered by insurance (National insurance).

I've read online that a comprehensive policy should cover rat damages and got it confirmed from customer care that mine is a comprehensive policy.

The customer care ended the call by asking me to contact the Pune- claims office. When I called the claims office, they said they'd have to talk to Rahul Pandurang, the surveyor. I've told them they could do that but asked them to send me the report of the claim as soon as possible. They still haven't reverted.

I really want to challenge the company's policy. So, if a buffalo comes hit my bike and causes damage, it'll be covered but if a rat damages my bike, it won't be?

My desirable resolution would be to get my claim accepted and the repair costs covered by the insurance company. I'm ready to share my policy number with any officials.