Mis-selling: the questions every PIVC call should ask
A pre-issuance verification call is the last point at which an insurer can check that the customer truly understands what is being bought. When it is rushed or scripted, mis-selling slips through and shows up later as complaints, cancellations and disputes. Good questions make the difference.
Why mis-selling happens
- Targets push the agent to close quickly
- Returns, bonuses or 'one-time' premiums are described loosely
- Lock-in periods and charges are not mentioned
- Policies are sold to people who cannot afford the premium
- Someone other than the customer answers on the call
The questions every call should ask
- Identity: please confirm your full name and date of birth.
- Purpose: in your own words, what product did you buy and why?
- Premium: how much will you pay, how often, and for how many years?
- Lock-in and benefits: do you understand when you can withdraw and what you will receive?
- Risk: do you understand whether returns are guaranteed or linked to markets?
- Source of the idea: did anyone promise returns, bonus or a free gift to buy this?
- Affordability: can you comfortably pay this premium every year?
- Documents: have you received the policy documents and the free-look period details?
- Consent: do you confirm that you took this decision yourself?
How to run the call well
- Ask open questions first and let the customer answer, rather than reading 'yes' for them
- Use the customer's own language
- Listen for hesitation, someone prompting in the background or unclear answers
- Never complete the call if the customer says they were promised something that is not in the policy
How Praman helps
Praman by SatyaSakshi runs the verification as a recorded video call on a WhatsApp link, in the customer's language, with a face match and liveness check so you know who answered. Questions follow your script, answers are saved with time and location, and flagged answers go to a reviewer before the policy is confirmed. Checks such as bank-account name, where enabled, can be added alongside.
Frequently asked questions
What is mis-selling in insurance?
It is selling a product by giving wrong or incomplete information, for example calling a market-linked plan 'guaranteed', hiding the lock-in, or pushing a plan the buyer does not need.
Is a PIVC call a legal safeguard?
It is a record that the buyer was told the key terms and agreed. It supports the insurer and protects the customer, but it does not replace honest selling or the policy document.
What if the customer says they were misled?
The call should be flagged, not completed. The insurer reviews the recording and contacts the customer before the policy is issued or in the free-look period.
Related: how Praman handles this for businesses · all instant checks
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