Insurance company denying tp provide top up facility stating name not

Hello nif psu employee has paid for Additional mediclaim topup during commencement of policy but local Division HR Department failed to convey that employee name in additional topup list to Head office therefore head office didn't paid the additional top up premium to mediclaim company.Now the employee's base policy sum assured Rs 500000 is exhausted and the demanded to release additional top policy sum assured amount Rs 500000 but mediclaim company denied conveying name not included in additional top up employee listnEmployee urgently require this sum assured amount for critical illness treatment of dependnKindly suggest if employee doesn't wish that any action to be taken on HR employee and the additional topup policy is released by mediclaim company. How can one solve this issue.