Resources / Insurance
Public cases from insurance where what customers were told, or weren't, ended in fines, bans or headlines.
About £38bn repaid, the UK's largest consumer redress
Payment protection insurance was added to loans, cards and mortgages, often without checking whether the customer needed it or could ever claim. Banks spent most of a decade paying it back.
Listen for on your calls
Add-on cover offered without checking the customer's need or eligibility.
₹1 crore IRDAI penalty
IRDAI found the insurer had paid web aggregators for telemarketing and pre-sales work, a possible conflict of interest, and issued advisories over policies sold after withdrawal and claims rejected without evidence.
Listen for on your calls
Who is actually selling on your behalf, and what they say on those calls.
₹5 crore IRDAI penalty
IRDAI found products promoted as "Top" or "Best" without objective criteria, delayed premium remittances, and about 98,000 telemarketing policies not mapped to an authorised verifier.
Listen for on your calls
Superlatives and comparisons agents can't back up, and sales calls missing verification.
Summaries are our own reading of the linked reports. Amounts and outcomes are as reported at the time; some companies settled without admitting wrongdoing. These cases are listed to show what is at stake on customer calls, not to suggest any particular tool would have prevented them.
