Insurance sales calls are among the highest-risk interactions in India. IRDA complaints, policy cancellations, and mis-selling liability start on the call. AI auditing monitors every call for compliance — not just the 2% your QA manager hears.
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Insurance is the most complaint-heavy financial product in India. IRDA's annual reports consistently show insurance mis-selling as one of the top sources of consumer complaints. Most of those complaints trace back to a single phone call where an agent said something they should not have, or failed to say something they were required to.
The challenge is that insurance products are complex, customers often do not read policy documents, and agents under sales pressure take shortcuts. Without auditing 100% of calls, these shortcuts are invisible until a claim is rejected and the customer complains to IRDA.
Agent tells the customer: "Isme aapko guaranteed 12% milega every year." The product is a ULIP with market-linked returns. No guarantee exists. IRDA violation. AI flags this phrase pattern in the transcript immediately.
Agents regularly skip mentioning the 15-day free look period because it risks cancellation. IRDA mandates this disclosure on every policy sale call. AI checks for free look disclosure on every call automatically.
"Aapke EMI mein thoda adjust ho jayega" — the customer does not realise they have purchased an insurance policy bundled into their loan. No explicit consent. Classic mis-selling detected through transcript analysis.
Agent emphasises coverage benefits but skips major exclusions like pre-existing condition waiting periods. Customer files a claim, discovers the exclusion, and complains. AI flags calls where key exclusion disclosures are absent.
Free look period, premium amount, policy tenure, exclusions — AI checks whether each required disclosure was made on every call.
Guaranteed returns, "tax-free" claims, misleading comparisons — AI flags language patterns that indicate potential mis-selling.
Did the customer explicitly agree to the premium, tenure, and product type? AI confirms verbal consent was obtained before the call ended.
Was the customer confused, pressured, or genuinely interested? Sentiment analysis separates informed decisions from pressured sales.
Export call recordings from your telephony system (Ozonetel, Exotel, Knowlarity, or any standard dialler), upload them to Bolo Aur Likho, and get instant transcription and quality analysis. No integration needed.
Run a weekly sample of 20 to 30 calls through the free tool and use the transcripts to check for disclosure compliance and flag agents who need coaching. For bulk processing of hundreds of calls daily, see our Enterprise plan.
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