“Every institution will do what is in its interest to do. The only question is whether that interest aligns with yours.”
A Kotak Mahindra Bank employee in Jaipur once wrote a fake bomb threat letter to his own branch. His motive was not terrorism. He was simply desperate for time. His insurance sales target was due and he had not met it. He calculated that if the bank stayed shut for a week due to a security alert, the deadline would pass.
That story is from 2008. But the underlying pressure that produced it has not gone away. It has grown.
In FY 2024-25, the RBI’s Ombudsman offices received 2.96 lakh complaints against banks and financial institutions. Mis-selling of insurance products through bank branches (bancassurance) was among the leading categories. The Finance Minister publicly called mis-selling an offence. The RBI Governor acknowledged it at public forums. And yet, as Mint reported in August 2025, customers who were mis-sold policies continue to bear the brunt – because little has structurally changed.
⚡ Quick Answer
Banks are structurally incentivised to sell you the product that earns them the highest commission – not the product that serves your financial goals. Insurance mis-selling, ULIP pushing, portfolio churning, and misleading loan terms are not rogue behaviours. They are the predictable outcome of a sales-target culture. Understanding why this happens is the first step to protecting yourself.

Why Bankers Mis-Sell: It Is Not About Bad People
Most bank employees are not dishonest by nature. They are under extraordinary pressure from the day they join. The top management of large banks takes revenue targets from insurance companies and mutual funds. These targets cascade down to branch managers, then to relationship managers, then to tellers at the counter. Every employee’s increment, bonus, and promotion is tied to how much third-party product they sell.
When your quarterly appraisal depends on selling ₹50 lakh worth of insurance policies, you stop asking whether the customer needs insurance. You start asking how to make them say yes.
Four structural reasons explain why the problem persists:
High-commission products are pushed, not suitable ones. A regular premium ULIP earns the banker a commission of 25-35% in year one. A term insurance plan earns far less. Guess which one gets recommended to every senior citizen who walks in to renew their fixed deposit?
The brand creates false trust. When an SBI or HDFC Bank employee recommends a product, most customers assume the institution has vetted it. They do not realise the employee is operating as a commission agent – with all the conflicts of interest that implies.
The turnover is designed to prevent accountability. In 25 years of practice, I have rarely seen a banker carry the same phone number for more than 18 months. By the time you discover you were mis-sold a policy with a 10-year lock-in, the person who sold it to you is in a different city.
The regulatory gap made it easy. Banks are supervised by the RBI. Insurance is supervised by IRDAI. This created a grey area where bancassurance mis-selling fell between two regulators. The Finance Ministry acknowledged this publicly in 2025 and RBI is now drafting comprehensive conduct and sales-practice rules covering third-party products sold through bank branches – but these are still being finalised.
“Over 26,000 complaints of unfair insurance practices were recorded in FY25. Mis-selling accounts for about one-fifth of all life insurance grievances. And yet nothing structurally has changed because the incentives haven’t changed.”
– Hemant Beniwal, CFP, CTEP | Founder, RetireWise
The Mis-Selling Playbook: Know It Before They Use It On You
These are not rare exceptions. In my practice, I encounter clients who have been sold one or more of these products – often by the same bank branch – every single month.
Insurance mis-selling. The most common tactic: presenting a regular premium ULIP as a one-time investment that gives guaranteed returns “better than an FD.” The words “guaranteed” and “insurance” in the same sentence should make you very suspicious. A 74-year-old retired businessman in Delhi was recently persuaded to buy two investment-cum-insurance policies with a single premium promise of a lump sum after 10 years. By the time he realised what he had bought, the free-look period had passed.
Mutual fund mis-selling. Portfolio churning – constantly moving your money from one fund to another – generates trail commission for the distributor on every switch. Each switch also resets your tax holding period. After three years of churning, your portfolio has paid substantial distribution fees and you have lost long-term capital gains treatment on multiple investments. The standard pitch is “the market has changed, we recommend rebalancing.” What they mean is “our commission cycle needs renewing.”
Banking product mis-selling. Zero-balance accounts that turn fee-heavy after six months. Gold coins sold at 10-15% above market price (check jewellers before buying from a bank). Personal loans presented at “9-10%” that turn out to be 18-20% when you read the effective interest rate. Credit cards offered to people who did not ask for them, as a “preferred customer benefit.”
🚫 The Biggest Red Flag
If your bank’s relationship manager is calling you with an “urgent investment opportunity” or offering a product linked to another service (loan, account upgrade, locker allocation), stop. This is almost always cross-selling under pressure, not genuine financial advice. A bank employee is not your financial advisor. They are a salesperson with your account details.
What Is Actually Changing – And What Is Not
In December 2025, the RBI published its Report on Trend and Progress of Banking in India 2024-25, announcing plans to issue comprehensive norms covering advertising, marketing, and sales practices for all regulated entities to prevent mis-selling. This is a significant step. For the first time, both the Finance Ministry and the central bank are treating mis-selling as a systemic problem – not just isolated misconduct.
But these norms were still being drafted as of April 2026. And as anyone who has tracked Indian financial regulation knows, the gap between intent and enforcement can span years. The 2014 RBI circular on insurance mis-selling did not stop it. The 2016 guidelines did not stop it. What will actually change behaviour is strict individual accountability – fines on branch managers, not just corporate-level warnings – and that is yet to arrive.
Read – Bank Locker: The Games Bankers Play
Have a bank-recommended product you’re unsure about?
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How to Protect Yourself: Practical Steps
Separate your banking from your investing. Use your bank for what it is good at: savings accounts, FDs, locker, payments. Work with a SEBI-registered investment advisor for investment decisions. The regulatory obligations are completely different.
Never buy an insurance policy at a bank counter. Insurance sold through a bank branch is almost always high-commission, high-premium, and poorly suited to your actual needs. Buy term insurance and health insurance directly from the insurer or through an advisor you trust. Read every document before signing – especially the free-look period clause (15-30 days during which you can return most policies for a full refund).
Ask one question before any product. “What is the commission structure on this, and how does it affect the recommendation?” A transparent advisor will explain clearly. Someone with something to hide will deflect or say there is no cost to you – which is never fully true.
Check effective interest rates, not headline rates. A personal loan “at 10%” that charges processing fees, insurance premiums, and compound interest can have an effective cost of 20%+. Ask for the Annual Percentage Rate (APR), not the flat rate.
Use the RBI Ombudsman. If you have been mis-sold a product, file a complaint with the Banking Ombudsman through RBI’s website (rbi.org.in). The process is free and the resolutions are binding. Most customers do not know this option exists.
What Makes an Advisor Different From a Bank Salesperson
The distinction is not about fees vs. commissions – it is about whether the advisor has a fiduciary obligation to act in your interest, and whether they have the depth of knowledge to give you genuinely useful advice. A SEBI-registered investment adviser (RIA) has a legal obligation to act in the client’s best interest and must disclose all conflicts. A bank employee selling third-party products has no such obligation – their primary obligation is to the bank’s revenue targets. India has fewer than 1,500 active SEBI-RIAs for a population of 1.4 billion people. The shortage itself tells you how underserved genuine independent advice is in this country.
When taking any product recommendation from a bank, ask whether the person is acting as your advisor or as a distributor. The answer changes everything about how you should evaluate the recommendation.
Frequently Asked Questions
Is it illegal for banks to mis-sell financial products in India?
Yes. The Finance Minister has stated clearly that mis-selling is an offence. RBI and IRDAI have both issued guidelines against it. However, enforcement at the individual level has been weak. The RBI is currently drafting comprehensive conduct norms (as of 2025-26) that would create stricter accountability for banks and NBFCs that mis-sell products.
What should I do if I was mis-sold a product by a bank?
First, check the free-look period – most insurance policies allow cancellation within 15-30 days with a full refund. If that window has passed, file a complaint with the bank’s internal ombudsman. If unresolved within 30 days, escalate to the RBI Ombudsman (rbi.org.in) – free to use, with binding resolution authority. For investment products, SEBI’s SCORES portal handles complaints against mutual fund distributors.
How can I tell if a bank recommendation is genuine advice or a sales pitch?
Ask whether the person is SEBI-registered and whether they have a fiduciary obligation to you. Ask specifically what commission or incentive the bank earns on the product being recommended. A genuine advisor will answer these questions clearly. Someone primarily motivated by sales targets will either deflect or give vague answers about there being “no cost to you.”
The system is not designed to serve you. It is designed to extract from you. The only protection is asking the right questions – before you sign anything.
DIY = Destroy It Yourself. But bank-managed = Destroy It For You.
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💬 Your Turn
Have you ever been mis-sold a product by a bank? Was it insurance dressed up as an FD, or a loan with hidden charges? Share what happened – your experience could save someone else from making the same mistake.



