BEWARE OF SPURIOUS CALLS AND FRAUDULENT OFFERS
Spurious calls in the name of regulatory organizations and government or quasi government authorities has been a problem which has been in prevalence for quite some time now. Recently some gangs have been exposed to a new scam of the Insurance Sector “Fake calls from IRDA”. This scam is to trap the existing policy holders who are not satisfied with their existing plan and are not getting desired returns, bonus or claims. People across India these days are receiving calls from Telephone Numbers of Metro cities and the tele-callers introduce themselves as representatives of IRDA. After disclosing their false identity they claim that this call is on behalf of IRDA to address the complaints and grievances of the policy holder. The person receiving such phone call gets convinced and starts sharing the problems faced with the existing insurance policy. On understanding the issue of the policy holders, these tele-callers convince that they will get the refund of the existing policy and the policy holder can withdraw the actual amount of the premium paid to company. These callers, the fake IRDA representatives, keep complete knowledge about functioning of insurance companies, regulatory authority and norms and then they make the other person convinced confidently and smartly with their conversation. When the policy holders believe that these calls are from IRDA Insurance Verification Department from Delhi or Hyderabad, they get trapped and loose more money for getting refund of the existing policy. Members of public have been receiving a lot of spurious calls in the name of officials of IRDA making fictitious and fraudulent offers.
Insurance Regulatory and Development Authority (IRDA) is a regulatory body established by an Act of Parliament to protect the interests of the policyholders, to regulate, promote and ensure orderly growth of the insurance industry and for matters connected therewith or incidental thereto. The IRDA does not involve directly or through any representative in sale of any kind of insurance or financial products. Any person making any kind of transaction with such individuals/agents will be doing the same at their own risk. The Regulator has asked insurance companies to warn their customers against falling prey to fictitious calls and false offers. IRDA or its officials do not involve in activities like sale of any kind of insurance or financial products nor invest premiums. It does not announce any bonus. Insurers have been asked to include the above messages, along with voice-over of this content in clear terms with every advertisement/commercial issued in electronic media (TV/cinema halls, etc). This new technique of making easy money could only be developed because there are many dissatisfied customers who have invested money without having complete knowledge of insurance industry. There are many Insurance Companies in India and millions of agents, advisors and franchisees working for these companies to make good money out of pockets of investors. In most of the cases the customers are sold policies without giving them required knowledge and without disclosing the details regarding commissions, type of investment, term of policy, lock in period, risk factors, maintenance charges, premium allocation charges, administration charges, surrender charges, mortality charges, switching charges, partial withdrawal charges, fund management charges and miscellaneous charges. At the time of maturity or surrender of a policy when policy holders do not get what they have been committed at the time of selling a policy, they get frustrated and feel cheated. And this frustration makes them victim of such fake calls where they lose more money in hope of getting benefit from existing computer.
WHY SPURIOUS CALLS?
In 2010-11, it was observed that members of general public were receiving calls from individuals who claim to be representatives of IRDAI and offering insurance policies o different insurance companies with various benefits. However, the problem was not very serious in nature. However, to caution members of public IRDAI first issued a public notice on November 1, 2010 informing the general public that IRDA is a regulatory body which does not involve directly or through any representative in sale of any kind of insurance or financial products. Any person making any kind of transaction with such individuals/agents will be doing the same at one’s own risk. It was also advised that if any member of the public notices such instances he/she may lodge a police complaint in the local police station. This was followed by issuing public caution in newspapers for greater reach. With the introduction of Do Not Call Registry and the coming into force of the “The Telecom Commercial Communication Customer Preference Regulations, 2010” with effect from 27th September, 2011 provided protection to telecom customers from unsolicited commercial calls. The calls contain offers of benefits of huge amounts to be released by authorities. As a pre-requisite for such payment, the callers insist upon fulfilment of formalities which include furnishing documents of identity proof and address proof, details of bank account, banking username, password, PIN etc. and finally insisting upon payment of money for fulfilling certain regulatory requirements. The payments are made mostly in cash or sometimes through cheque or net banking. The gullible persons who respond to such calls and who are lured by such offers lose their money and trust in the financial system.
DATA SECURITY STANDARD:
There is evidence to show that there is data pilferage happening in the insurance sector. The Regulator is receiving complaints of spurious calls where policyholders are being asked to surrender their existing policies and get new ones. These calls cannot take place without details of the insured and the policy details. There are also instances of agents getting policy details of vehicle-owners and their motor insurance. There have been other calls where the caller positioning himself as an IRDAI official claimed that the insured was due to receive a refund in respect of his life insurance policy. The caller than sought to obtain bank credentials of the policyholder on the grounds that this was needed for effecting an online transfer. In all the spurious calls, the insurance company on whose behalf the call was made claimed that they had not authorised any tele sales person. IRDAI had carried out raids on call centres in the past along with enforcement authorities and shut down large operations. But due to lack of coordination with telecom regulator TRAI, it has not been able to prevent the mushrooming of fake call centres. IRDAI has decided to beef up its efforts on a comprehensive cyber security framework for the insurance sector in the wake of recent cyber attacks. The regulator has also decided to be proactive in light of the data breach in one of ATM transaction processing centres of a private bank. The data breach resulted in close to 3.2 million debit cards being compromised. The government has sought a report from the RBI on the incident. The complaints relating to spurious calls are included under the broader complaint category of unfair business practices in the Integrated Grievance Management System of IRDA which is the industry-wide repository of insurance grievance related information. The number of complaints of this nature as per IGMS.
RISE IN FAKE CALLS AND MODUS OPERANDI:
Incorporating the new kinds of calls in the name of officials of IRDA received by members of public, IRDA has shared the modus operandi used by one such spurious caller based on a complaint and provided links to the audio records of the spurious call to make members of public aware of the practices followed to cheat them. However, the problem of spurious calls has been on the rise in recent times. More importantly, the calls in the name of IRDAI or its officials rose significantly in 2013-14. In addition to such calls, there have been complaints of spurious calls made in the name of RBI, Income tax department, Finance Ministry etc and other insurance related agencies like Governing Body of Insurance Council, Life Insurance Council, insurance companies, and grievance management department of Central Government etc. The spurious callers are approaching customers either with fictitious offers of bonus on policies, returns, transfer of commission payable to agents etc. or on the threat that their money is transferred to someone else. In either case, the callers insist upon fulfilling certain formalities which include submitting KYC documents, giving their details of bank account, cheques, card etc. and seeking payment of money for reasons like taking a dummy policy, payment of income tax, service tax etc. or for subscribing to some nonfinancial offers. This is the modus operandi:
- The spurious callers call the victims repeatedly and introduce themselves as employees of IRDA.
- They would inform that proceeds of one’s insurance policy are being transferred to some other person.
- They would suggest the policyholder to visit IRDA at Hyderabad / Delhi and meet one particular officer who is responsible for transferring this money. They would give mobile numbers of this officer.
- On being called on the given number the person on the other side would introduce himself/herself as IRDA officer.
- They would inform that IRDA is maintaining money from such accounts where agents had committed frauds and this money is being returned to policy holders.
- The officer would tell that on policyholder’s mandate the due from existing policy is being transferred to some other person.
- When informed that no such mandate was given, they would indicate that somebody has committed fraud and that they will file an FIR with police in Hyderabad / Delhi. They would also give details of the FIR filed.
- For further assistance they would give another number. The person on this number would suggest that to get back the money, the policyholder has to engage the services of a particular company. The policyholder has to deposit the following documents:
- An account payee cheque in the name of the company;
- PAN;
- First page of the policy document; and
- Address proof.
- IRDAI does not involve directly or through any representative in sale of any kind of insurance or financial products.
- IRDAI does not invest the premium received by insurance companies.
- IRDAI does not announce any bonus for policyholders or insurers.
- IRDAI has put in place Grievance Redressal Cell in Consumer Affairs Department, Integrated Grievance Management System and IRDAI Grievance Call Centre to provide an alternate platform for registering grievances against insurers thereby facilitating resolution of customer grievances by insurers.
- IRDAI or its officials dealing with Grievance Management do not make calls in relation to complaints lodged with IRDAI as IRDAI plays a facilitative role and does not adjudicate upon or investigate into such complaints
- Any person making any kind of transaction with such individuals/agents will be doing the same at their own risk.
- The amount is paid to an individual- Being a fraud by an individual, the only recourse available is to take up the matter with police for necessary action.
- The amount is paid to a noninsurance related service provider or agency-In such cases, depending on whether the services promised by the agency have been provided or not, the individual has to take up the matter with such agency or the police for necessary action. IRDAI would not be in a position to intervene as the institution does not fall within its regulatory purview.
- IRDA Annual Report 2015-16
- http://www.policyholder.gov.in/Public_Notice___Spurious_Calls_262.aspx?NEWS
- https://www.lifeinscouncil.org/code/Default.aspx
- http://timesofindia.indiatimes.com/business/india-business/IRDAI-plans-data-security-standards/articleshow/55424006.cms
- https://www.irda.gov.in/ADMINCMS/cms/frmGeneral_Layout.aspx?page=PageNo23
- hdfchealth.com/irda-public-notice-on-spurious-calls.aspx
- Newspapers & Journals
About the Author
JAGENDRA KUMAR Ex. CEO, Pearl Insurance Brokers 71/143, “Ramashram” Paramhans Marg, Mansarovar, JAIPUR-302020
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