Life Insurance CONSUMER COMPLAINT UNDER SECTION 35 OF THE CONSUMER PROTECTION ACT, 2019

M

Madhusudhan DK

New member
Policy Name
HDFC Life Click 2 Protect Supreme
Company Name
HDFC Life Insurance Company Limited
Customer Care Number
1800-266-0315
Loss Amount
53847
Ratings
2.00 star(s)
Opposite Party Address
HDFC Life Insurance Company Limited
Lodha Excelus, 13th Floor, Apollo Mills Compound,
N.M. Joshi Marg, Mahalaxmi, Mumbai – 400011
Complainant:


Madhusudhan
Bengaluru, Karnataka
(Provide your full address, phone number, and email here)


Versus


Opposite Party:


HDFC Life Insurance Company Limited
Lodha Excelus, 13th Floor, Apollo Mills Compound,
N.M. Joshi Marg, Mahalaxmi, Mumbai – 400011
(And the branch office where you applied, if applicable)





COMPLAINT


The Complainant respectfully submits the following:


1. That the Complainant purchased a term insurance policy “HDFC Life Click 2 Protect Supreme” (Application No. 1100131083952) on 18/11/2025, paying a premium amount of ₹53,847.


2. That the Opposite Party required the Complainant to undergo medical tests, which were duly completed as follows:


  • 22/11/2025: Blood and urine samples collected at the Complainant’s residence
  • 06/12/2025: 2D Echo test completed at Apollo Clinic

3. That despite completing all medical requirements
promptly, the Opposite Party failed to provide any medical reports, updates, or communication regarding the status of the policy.


4. That on contacting the sales representative, the Complainant was informed that the policy had been rejected for “medical reasons” without sharing any medical findings or justification.


5. That the Opposite Party further stated that the refund would take several business days, causing unnecessary delay and financial inconvenience.


6. That the Complainant incurred travel expenses, loss of productive time, and mental harassment due to the Opposite Party’s negligence and lack of transparency.


7. That the actions of the Opposite Party constitute:
  • Deficiency in service
  • Unfair trade practice
  • Violation of IRDAI (Protection of Policyholders’ Interests) Regulations
  • Violation of Consumer Protection Act, 2019


RELIEFS SOUGHT


The Complainant prays that this Hon’ble Commission may kindly direct the Opposite Party to:


a. Refund the premium amount of ₹53,847 immediately.


b. Pay interest on the above amount for the entire period it was held by the Opposite Party.


c. Reimburse travel and medical‑related expenses incurred by the Complainant.


d. Pay litigation costs as deemed appropriate by this Hon’ble Commission.


e. Grant any other relief that this Hon’ble Commission may deem fit in the interest of justice.
Note: Till I draft this complaint I have not received any updates from HDFC Life about status of my application, reason for rejecting insurance and finally about refund of the money which I paid to HDFC life.

LIST OF DOCUMENTS ATTACHED
  1. Copy of policy application acknowledgment
  2. Payment receipt for ₹53,847
  3. Medical test appointment confirmations
  4. Any communication with HDFC Life
  5. ID proof and address proof
  6. Any other supporting documents


DECLARATION


I, the Complainant, hereby declare that the facts stated above are true and correct to the best of my knowledge and belief.


Place: Bengaluru
Date:
Signature:
Name: Madhusudhan DK
 

Attachments

To,
The Grievance Redressal Officer
HDFC Life Insurance Company Limited

Subject: Formal Complaint Regarding Misrepresentation, Unauthorized Policy Issuance and Misuse of KYC Documents

Dear Sir/Madam,

I am writing to lodge a formal complaint regarding the conduct of two individuals, Rahul (Mobile No. 8108258221) and Nisha Sharma (Mobile No. 8828484814), who represented themselves as employees/representatives of HDFC Life.

They approached me stating that they had come for the purpose of updating my existing policy details, including my address, nominee details and other policy-related information. Based on their representation, I cooperated with them and provided my KYC documents and other required information, believing that the same would be used only for updating my existing policy records.

However, I have subsequently come to know that, without my informed knowledge or proper consent, a new HDFC Life insurance policy appears to have been issued in my name.

I strongly object to this conduct. I never knowingly agreed to purchase/subscribe to a new policy for the purpose for which my KYC documents were collected. My documents and personal information were provided solely for updating my existing policy details.

I therefore request HDFC Life to:

1. Immediately investigate the actions of Rahul and Nisha Sharma and verify their employment/association with HDFC Life.
2. Provide me with complete details of any new policy/application/proposal submitted in my name, including the proposal form, application documents, consent records, call recordings, OTP/e-sign records, KYC documents and any other related documentation.
3. Confirm how and when my consent was obtained for the issuance of the new policy.
4. Investigate whether my KYC documents were misrepresented, misused or obtained under false pretences.
5. Cancel/reverse the policy immediately, if it was issued without my informed consent, and refund any amount deducted/collected from me, subject to applicable regulations.
6. Ensure that my existing policy and its benefits are not adversely affected because of this incident.
7. Take appropriate disciplinary and legal action against the concerned individuals if any wrongdoing or misrepresentation is established.
8. Provide me with a written investigation report and resolution along with the complete details of the action taken on my complaint.

I would also like to make it clear that I did not knowingly authorize the purchase of a new insurance policy under the circumstances described above. I provided my documents believing that they were required only for updating my existing policy information.

Please treat this matter as urgent and serious, as it concerns the unauthorized use of my personal/KYC information and the possible issuance of an insurance policy without my informed consent.

I request you to register this complaint formally and provide me with a complaint/reference number immediately.

I reserve my right to approach the appropriate regulatory authorities, insurance grievance mechanisms and other competent authorities if the matter is not investigated and resolved satisfactorily.

Complainant:
Name: KEYUR SHAH
Mobile No.: 8898885503
Existing Policy No.: 22358119
New Policy No. (if known): 30419666
Email ID: keyur_0102@yahoo.co.in
Address: MUMBAI-400080

Concerned persons:

1. Rahul – 8108258221
2. Nisha Sharma – 8828484814

Date: 09/08/2026
Place: MUMBAI-400080
 
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