ASMA QAMAR vs JUBILEE LIFE INSURANCE Ss — 2023 CLD 1283 INSURANCE-TRIBUNAL-LAHORE

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ASMA QAMAR VS JUBILEE LIFE INSURANCE Ss. 75, 76, 77 & 122---Insurance claim---Utmost good faith---Deceptive marketing conduct---Language used in the policy documents---Interpretation of the contract (policy documents) executed between the policy-holder and Insurance Company---Complaints against the Insurance companies for the mechanism being adopted from the time of selling policy to the maturity stage---Validity---Insurance Tribunal, on perusal of the policy documents and their contents, had found the same as deceptive and misleading---Terms/technical words (such as "term", "termination date", "not Applicable", "benefit type", "FIB") were used without explaining their (technical words') meanings---Almost all the pages of the documents were in English language, with only a little portion in Urdu language, using the smallest font of typing, which might hardly be understood by even the agents hired by the Insurance Companies themselves ---Training and education of such agents was not at par--- By adopting such ways, Insurance Companies were totally ignoring the ratio of education in the country and interest of the policy holder by violating the mandate and spirit of S. 76 of the Insurance Ordinance, 2000 and had adopted misleading and deceptive market conduct to sell the package and gain a substantial amount---Almost in all cases pending before the Insurance Tribunal, the policy holders were complaining that the purchasers were not being provided the complete information regarding the nature of the policy, instead wrong verbal information was extended and only a video of 2 or 3 minutes was shown to them---Tribunal, while allowing present insurance claim with costs, also passed directions to the SECP (being Regulator of Insurance Companies) to convey certain instructions to insurance companies, inter alia, for drafting policy documents in easily readable English as well as Urdu languages explaining relevant terms; which shall be explained by the trained agents while making video recordings at the time of explaining packages to policy purchasers.

ASMA QAMAR vs JUBILEE LIFE INSURANCE Ss — 2023 CLD 1283 INSURANCE-TRIBUNAL-LAHORE

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