Oriental Insurance Company — claims settlement

Sir,

I had preferred a pa claim under the above policy with divisional office, surat and submitted all the supporting documents more than 20 months back, but till date i have not received my payment.
Upon questioning and despite several verbal reminders i was informed that the claim is not payable since the claim is for sprain, an invisible injury, but till date no letter confirming no claim has been received by me.
I understand that the company has issued guidelines regarding payment of claim against invisible injuries in 1999.
I had written to the customers service dept of the company in the march 2019, but am yet to receive any positive response from the company.
As per the concerned office, since the claim can be settled at the ro vadodara level only, the papers have been sent to them by the concerned office long back.