7 Ways Insurance Companies Legally Manipulate Policyholders: Read This Before You File A Claim
Before You Trust Your Insurance Company, Understand The Legal Loopholes They Commonly Use
NEW DELHI: Most people buy insurance with one simple expectation, that when something goes wrong, the company will stand by them.
You pay premiums for years, believing that if a medical emergency happens, your car meets with an accident, your house suffers damage, or a family tragedy strikes, the insurance policy will provide financial support when it is needed the most.
But for many policyholders, the real battle actually begins after filing the claim.
Suddenly, there are lengthy emails, technical objections, hidden exclusions, missing documents, procedural requirements, survey reports, and complicated policy clauses that were never properly explained at the time of purchase.
Many consumers are shocked to discover that insurance companies do not always reject claims openly. In several cases, claims are delayed, reduced, or disputed through legal technicalities hidden inside policy documents that most ordinary people never fully read or understood.
Insurance disputes are rarely straightforward. They often revolve around:
fine print hidden in policy wording,
allegations of non-disclosure,
procedural delays,
interpretation of exclusions,
technical breaches, and
documentation requirements.
Indian courts have repeatedly held that insurance contracts must generally be enforced according to their terms. At the same time, courts and consumer forums have also intervened where insurance companies acted unfairly, arbitrarily, or in bad faith.
This article examines seven common ways insurance companies legally manipulate policyholders and the remedies available under Indian law to challenge unfair claim practices.
Hidden Exclusions Buried Inside The Fine Print
One of the most common reasons for claim repudiation is the existence of exclusions hidden inside the policy wording.
Most policyholders never read:
exclusion clauses,
waiting periods,
technical conditions,
depreciation rules,
co-payment provisions,
pre-existing disease clauses, or
procedural obligations.
These exclusions often become relevant only after a claim is filed.
Common Examples
Health insurance rejecting claims due to “pre-existing disease”
Suicide exclusion in life insurance
Motor insurance denial due to drunk driving allegations
Consumables exclusion during hospitalization
Delay-based exclusions in travel insurance
Insurance companies frequently defend repudiation by arguing that the policyholder voluntarily accepted contractual terms.
Under Indian insurance law, insurance contracts are governed by the principle of Uberrimae Fidei — utmost good faith. Both parties are expected to disclose material facts honestly.
The Supreme Court in Modern Insulators Ltd. v. Oriental Insurance Co. Ltd. held that parties are bound by the terms of the insurance contract.
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However, courts have also recognized that ambiguous clauses may sometimes be interpreted against insurers. In Biman Krishna Bose v. United India Insurance Co., the Court emphasized that insurance companies cannot rely upon vague interpretations to defeat genuine claims unfairly.
Relevant Laws
Insurance Act, 1938
IRDAI (Protection of Policyholders’ Interests) Regulations, 2017
Consumer Protection Act, 2019
Claim Rejection On Grounds Of “Non-Disclosure”
Another major tool used by insurers is alleging suppression or non-disclosure of material facts.
Many claims are rejected years after policy issuance on allegations that the policyholder:
concealed medical history,
failed to disclose smoking or alcohol consumption,
omitted previous hospitalization,
provided incorrect occupation details, or
misstated income information.
In life and health insurance disputes, insurers often conduct detailed investigations only after a large claim arises.
Section 45 Of Insurance Act, 1938
Section 45 provides important protection to policyholders in life insurance cases.
Under this provision:
after three years, insurers cannot repudiate policies merely for inaccurate statements unless fraud is established.
However, insurance companies still frequently invoke “material suppression” to avoid payouts.
The Supreme Court in LIC of India v. Asha Goel observed that repudiation cannot be arbitrary and must satisfy legal standards.
Similarly, in Satwant Kaur Sandhu v. New India Assurance Co. Ltd., the Court held that suppression of material facts can justify repudiation where the information directly impacts risk assessment.
The dispute usually revolves around one question:
Was the alleged non-disclosure truly material to the insurance risk?
Endless Documentation Demands To Delay Claim Settlement
Many policyholders experience another common insurance tactic: procedural exhaustion.
Instead of outright rejection, insurers repeatedly demand:
additional medical records,
notarized documents,
FIR copies,
hospital clarifications,
income proofs,
original bills,
discharge summaries,
affidavits, and
verification certificates.
This process can continue for months.
In serious medical emergencies or accidental deaths, families already facing emotional and financial trauma are forced into prolonged compliance exercises.
Strategic Delay As A Pressure Mechanism
Delays often pressure policyholders into:
abandoning claims,
accepting lower settlements, or
missing limitation periods.
The IRDAI regulations impose obligations on insurers regarding timely claim settlement.
Under IRDAI norms:
insurers must process claims within prescribed timelines,
unjustified delay may attract interest liability.
The Supreme Court in National Insurance Co. Ltd. v. Hindustan Safety Glass Works Ltd. criticized unreasonable delays in claim settlement and emphasized fair conduct by insurers.
Surveyors Used To Minimize Compensation
In property and motor insurance claims, insurers often appoint surveyors to assess damage.
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While surveyors are supposed to function independently, policyholders frequently allege that reports are structured to minimize liability.
Common Surveyor Practices
underestimating damage,
excessive depreciation deductions,
inflated salvage calculations,
alleging policy breaches,
disputing valuation methodology.
Surveyor reports carry evidentiary value, but they are not final or binding upon courts.
The Supreme Court in New India Assurance Co. Ltd. v. Pradeep Kumar held that surveyor reports are important but not conclusive and may be rejected if found arbitrary or unsupported by evidence.
Policyholders often wrongly assume the surveyor’s assessment is legally final. It is not.
Courts and consumer forums may independently examine:
photographs,
invoices,
expert opinions,
repair estimates,
forensic evidence, and
surrounding circumstances.
Technical Breaches Used To Defeat Genuine Claims
Insurance companies frequently rely upon technical breaches unrelated to the actual loss.
Examples include:
delay in lodging FIR,
delay in informing insurer,
expired vehicle fitness certificate,
minor license irregularities,
temporary permit issues,
policy renewal gaps,
incomplete forms.
In many cases, the technical breach has little connection with the accident or loss itself.
Yet insurers often use such violations to deny liability entirely.
The Supreme Court in Om Prakash v. Reliance General Insurance held that delay in FIR or claim intimation cannot automatically defeat genuine claims where circumstances justify the delay.
Similarly, in Skandia Insurance Co. Ltd. v. Kokilaben Chandravadan, the Court emphasized that technical breaches should not be interpreted mechanically to defeat compensation claims.
The larger legal question remains:
Was the breach fundamental enough to alter the insurance risk itself?
Lowball Settlements Through “Full & Final” Discharge Vouchers
Another common insurance strategy involves offering partial settlements while forcing policyholders to sign “full and final settlement” declarations.
This usually happens when:
businesses face urgent financial losses,
families need immediate medical funds,
accident victims require emergency support.
Under financial pressure, many policyholders accept reduced settlements unwillingly.
Later, insurers argue:
the dispute ended voluntarily,
no further claim survives.
Indian courts have repeatedly examined whether such settlements were genuinely voluntary or economically coercive.
Exploiting Consumer Ignorance About Legal Remedies
Many policyholders do not realize they have multiple legal remedies against wrongful repudiation or unfair settlement practices.
Insurance companies often benefit from this lack of awareness.
Available Legal Remedies In India
Insurance Ombudsman: A relatively inexpensive and faster dispute resolution mechanism for eligible policyholders.
Consumer Commissions: Under the Consumer Protection Act, 2019, policyholders can challenge:
deficiency in service,
unfair trade practices,
arbitrary claim repudiation,
delayed settlements.
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Civil Courts: Complex contractual disputes involving high-value claims may proceed before civil courts.
High Courts: In exceptional circumstances involving arbitrariness, writ jurisdiction may also be invoked.
IRDAI Grievance Mechanism: Policyholders may escalate unresolved complaints through the regulatory framework.
Many consumers wrongly assume claim rejection is final. Legally, it often is not.
What Every Policyholder Should Do Before Filing A Claim
Before purchasing or claiming insurance, policyholders should:
Read exclusions carefully
Preserve all invoices and records
Immediately inform insurer after incident
Avoid signing blank claim forms
Keep communication in writing
Demand written repudiation reasons
Review surveyor findings critically
Seek legal advice before accepting reduced settlements
Verify limitation periods
Preserve email trails and policy documents
CONCLUSION
Insurance contracts are among the most technical and one-sided commercial agreements signed by ordinary consumers.
Most policyholders discover the true meaning of their insurance policy only after suffering illness, accident, fire, theft, or death inside the family.
Insurance companies often defend themselves through:
exclusions,
procedural violations,
technical breaches,
disclosure disputes,
surveyor reports,
settlement tactics.
At the same time, Indian courts and consumer forums have repeatedly intervened where repudiation was arbitrary, unfair, mala fide, or disproportionate.
The biggest mistake policyholders make is assuming that premium payment alone guarantees claim approval.
In reality, legal awareness is often the only real protection against insurance manipulation.
FAQs
Can An Insurance Company Reject A Claim For A Small Technical Mistake? Yes, insurers often try to reject claims on technical grounds, but courts may intervene if the breach had no real connection with the actual loss.
What Should I Do If My Insurance Claim Is Rejected? Always seek a written rejection letter, preserve documents, and consider approaching the Ombudsman, Consumer Commission, or a lawyer.
Can Insurance Companies Deny Claims Due To Non-Disclosure? Yes, if a material fact was intentionally concealed, insurers may legally repudiate the claim under insurance law principles.
Is A Surveyor’s Report Final And Binding? No, surveyor reports carry value but can still be challenged before courts or consumer forums if unfair or inaccurate.
Can I Challenge A “Full & Final Settlement” Signed Under Pressure? Yes, courts have recognized that settlements accepted under financial pressure or coercion may still be legally challenged.
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