What can a consumer do if an insurance agent mis-sold them a policy?

Mis-selling — where an agent misrepresents a policy's features, benefits, or terms to induce a purchase — can be challenged, and your first, often most effective option is the "free look period" available on most life insurance policies, letting you cancel within a short window after receiving the policy document and get a refund (subject to specified deductions), if you act promptly upon realising the discrepancy.

If that window has passed, you can file a complaint with the insurer's grievance cell, and if unresolved, escalate to the Insurance Ombudsman or a Consumer Commission, presenting evidence of what was actually represented to you versus what the policy document states — sales brochures, messages, call recordings if available, or witness accounts of the sales conversation.

Insurance regulators have specific rules requiring agents to make accurate representations, and insurers can be held accountable for the conduct of their agents in mis-selling cases. Gathering whatever evidence you have of the original sales pitch will significantly help your case, and a lawyer can advise on the strongest way to present your specific claim.