Insurance Mis-Selling Complaint Through Bima Bharosa: Proposal, Sales Call and Payment Evidence
By Ravi Sisodia · Reviewed by CA Divyanshu Sengar · Updated 5 October 2026
2-minute summary
- Insurance mis-selling is an evidence problem: reconstruct what was represented before purchase, what the proposal recorded and what the issued policy actually provides.
- Sales calls, benefit illustrations, proposal forms, payment trails and agent/intermediary identifiers can be more probative than a later verbal recollection.
- The complaint should distinguish false or misleading representation from buyer misunderstanding and request a remedy that fits the evidence and policy stage.
Current position
Control and evidence map
| # | Control / evidence requirement | |
|---|---|---|
| 1 | Secure the proposal form, benefit illustration, product brochure/CIS and full policy document. | |
| 2 | Preserve sales-call recordings, messages, emails, lead forms and the intermediary/agent code if available. | |
| 3 | Create a promise-versus-policy table: return, premium term, lock-in, cover, exclusions and surrender/exit features. | |
| 4 | Record whether free-look or cancellation windows were available and what action was taken then. | |
| 5 | Ask the insurer to investigate intermediary conduct and address each alleged representation in writing. | |
Worked example
A customer says a five-pay life policy was sold as a five-year maturity deposit. The file should compare the recorded sales pitch, proposal/benefit illustration, premium-payment term and actual policy term. That is more useful than arguing only that “the agent promised a fixed deposit”.
Common mistakes
- Relying solely on oral recollection when recorded sales material exists.
- Confusing premium-payment term with policy/maturity term.
- Destroying or deleting chat messages after a complaint is lodged.
- Assuming every unsuitable product choice proves regulatory mis-selling.
Frequently asked questions
Can agent conduct be raised through the insurer?
Yes. Grievance mechanisms should address complaints involving intermediaries and mis-selling.
What if the call recording is with the insurer?
Request preservation/disclosure through the grievance and keep proof of the request.
Does signing the proposal automatically defeat a complaint?
No, but the signed proposal is important evidence and must be reconciled with the sales trail.
What should the requested remedy say?
Specify what you seek - investigation, correction, cancellation/refund where legally available, or other appropriate relief.
Official sources
- Insurance Regulatory and Development Authority of India - Bima Bharosa (IGMS) complaint portal (Current portal; current)
- Insurance Regulatory and Development Authority of India - Bima Bharosa Frequently Asked Questions (Current portal FAQ; current)
- Insurance Regulatory and Development Authority of India - Bima Bharosa grievance call-centre and process guidance (Current portal guidance; current)
- Insurance Regulatory and Development Authority of India - Master Circular on Protection of Policyholders Interests, 2024 (IRDAI/PP&GR/CIR/MISC/117/9/2024; 2024-09-05)
Disclaimer
Educational and professional reference only; confirm the current law, rates and the facts of your case before relying on this page.