Cashless hospitalization rejected - Narayana Health not in network list

I have a health insurance policy from Niva Bupa with sum insured of 10 lakhs. Last week, my wife had to be admitted to Narayana Health in Pune for heart attack. When we tried to get cashless treatment, the hospital said Narayana Health is not in the network list of Niva Bupa. But when I bought the policy, the agent told me that Narayana Health is covered. Now I had to pay 2.5 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.