Cashless hospitalization rejected - Max Hospital not in network list

I have a health insurance policy from Star Health with sum insured of 15 lakhs. Last week, my brother had to be admitted to Max Hospital in Kolkata for appendicitis. When we tried to get cashless treatment, the hospital said Max Hospital is not in the network list of Star Health. But when I bought the policy, the agent told me that Max Hospital is covered. Now I had to pay 3 lakhs from my pocket and I am trying to get reimbursement. Has anyone faced this issue? What should I do? Can I file a complaint somewhere? The TPA is also not responding properly to my calls.