Car Insurance
Claim after accident

I am getting my car insured from maruti insurance from last five years and this time it was done by royal sundram on behalf of maruti . this June when i claimed insurance coverage after an accident the surveyor has allowed only half of the damage. How can a surveyor disallow the damage even after i have given in writing about the incident. It means that company thinks that customer is telling lie. while doing insurance company claims hassle-free insurance coverage but they don't at all give insurance coverage . is it the meaning of hassle free?