Vidal Healthcare Tpa — settlement is not done-asking for irrelevant document

There was a claim# blr-0919-cl-0010516 for the policy#blr-oi-a[protected]a submitted on 26th september, 2019 for the reimbursement of the cataract operation of my father. I have submitted all the required documents mentioned in the "reimbursement form". But they are asking for "a scan report for confirming the diagnosis" as a shortfall document. Although "a" scan is not done by the doctor in rotary narayana nethralaya, kolkata hospital, instead they did retina scan and confirm the diagnosis in "discharge certificate" clearly. Vidal is not accepting this documents as a valid proof. Although, rotary narayan is one of the network hospital, why they are asking these documents unnecessarily. There may be multiple ways by the doctor to confirm the diagnosis, they can accept whatever hospital is providing as this is network hospital.