An insurance agent knows my policy details and keeps calling

Plain-language help for ordinary people. General information, not legal advice. Helplines, portals and screen names were checked against official Government and regulator pages on 1 November 2026. Portals change: if a screen looks different, follow the words on the screen and the official guide linked in each step.

An agent calls from a personal number and knows your policy number, renewal date or health details, and pushes you to switch or buy. They may be a real agent or broker misusing data from an insurer or intermediary. Insurers and their distribution channels must keep your information confidential.

Safety first. Threatened or in danger: call 181 (women) or go to the nearest police station. Lost money: call 1930 at once.

Not legal advice. This page explains the rules in plain words so you can act. Consult a lawyer before you sue anyone or send a legal notice. Laws and portals change; check the linked official source.

Step 1: stay safe and find out who it is

1. Ask for the agent's name, licence code and company.
2. Call the insurer on its official number and ask whether this agent is authorised.
3. Ask in writing (Letter 1 below).

If it is genuine: hold the company accountable

Which rules this may break

• IRDAI Policyholders' Interests Regulations, 2024, regulation 15: insurers and distribution channels must keep information confidential and not share it with third parties without explicit consent, except for statutory authorities, underwriting or claims.
• SPDI Rules, 2011: medical records and financial details are sensitive (rule 3) and need prior permission to disclose (rule 6).
• IT Act section 43A (until 13 May 2027) and section 72A (disclosure in breach of contract).

What the company must do, and by when

• Acknowledge and resolve your complaint within 15 days.
• Find out which agent or intermediary misused your data and act against them.
• Stop the misuse and confirm in writing.
• From 13 May 2027: tell you who it shared your data with (DPDP section 11).

Letter 1: ask them to confirm who the caller is

Send it through the official channel. Keep a copy and the acknowledgement.

To: The Grievance Officer, [Insurance company name]
Subject: Please confirm whether this person works for you

Dear Sir or Madam,

I am your customer. My policy number: [number].

On [date] at [time] I received a call or message from [phone number]. This is not an official number. The person said they were [name], [role or employee ID], from the insurer. They knew my [list the details they knew].

Please confirm in writing within 7 days:
1. Whether this person is your employee, agent, agent, broker, web aggregator or partner.
2. If yes, their name, role and the agency they work for.
3. Whether you allow staff or agents to contact customers from personal numbers.
4. If they are not connected with you, please say so, so I can report the number.

Name:
Registered mobile number:
Date:

Letter 2: ask how your data got there

To: The Grievance Officer, [Insurance company name]
Subject: How did my personal data reach a personal phone? Complaint number [if any]

Dear Sir or Madam,

On [date] a person connected with you, [name if known], contacted me from a personal number [number] and knew my [details]. [Describe what they did.]

Please tell me in writing:
1. What personal data about me this person could see, and through which system or app.
2. Whether you shared my data with any agency, agent, broker, web aggregator, partner or processor, and their names.
3. How my data reached a personal phone or account outside your official systems.
4. What action you have taken against the person or agency, including suspension while you investigate.
5. What you have done to stop this happening again.
6. The name and licence details of the agent or intermediary who had my policy data.
Under the IRDAI (Protection of Policyholders' Interests and Allied Matters of Insurers) Regulations, 2024 (regulation 15), insurers and distribution channels must keep policyholder information confidential and must not share it with third parties without your explicit consent, except as the regulation allows.

From 13 May 2027, sections 8 and 11 of the Digital Personal Data Protection Act, 2023 also apply.

Please reply within 15 days. If I do not hear from you, I will escalate to IRDAI Bima Bharosa and the Insurance Ombudsman.

Name:
Registered mobile number:
Date:

Evidence to keep

• Call log and recording.
• What the agent knew.
• The insurer's reply.

More in the evidence checklist.

Can you sue? What realistically happens

• Consumer Commission: the most practical route for compensation. Cheap, no lawyer needed, file within 2 years.
• IT Act section 43A (until 13 May 2027): if the company was negligent with sensitive personal data (passwords, bank or card details, health records, biometrics) and that caused wrongful loss or gain, it must pay compensation. Claims up to Rs 5 crore go to your State's IT Secretary acting as Adjudicating Officer (section 46); larger claims go to a court. Appeal within 45 days (section 57). Your phone number and address alone are not sensitive data under the 2011 Rules.
• Civil suit for damages: possible, but slow and costly. Section 61 of the IT Act bars civil courts from matters the Adjudicating Officer can decide.
• Police: only where there is a crime, for example a person who disclosed your information in breach of a contract to cause wrongful loss or gain (IT Act section 72A, up to 3 years), identity theft (66C), cheating by impersonation (66D), stalking or threats.
• Realistic outcome: most people get results from a firm written complaint and the regulator or ombudsman. Courts take years. Consult a lawyer before suing.

From 13 May 2027: the Data Protection Board

From 13 May 2027 the DPDP Act's duties apply. The company is responsible for processing done by it or by anyone processing on its behalf (section 8(1)), may use a processor only under a valid contract (section 8(2)), must protect your data with reasonable security safeguards (section 8(5)), and must tell you and the Board about a breach (section 8(6)). It may use your data only for the lawful purpose you agreed to (sections 4 to 6). Section 44(2) removes IT Act section 43A from that date. Complain to the company first; if it does not resolve it, complain to the Data Protection Board. The Board can impose penalties up to Rs 250 crore, but penalties go to the Government (the Consolidated Fund of India, section 34), not to you. For money, use the ombudsman or the Consumer Commission. Appeals from the Board go to TDSAT within 60 days (section 29).

If it is fake: urgent steps

1. Never pay premium to a personal UPI ID.
2. Call 1930 if money was lost.
3. Report the number on Chakshu.

Step by step guides:

Related guides

• Insurance companies and agents Policy data leaks, mis-selling calls and claim problems: the IRDAI route.
• Hospitals, labs and health apps (including ABHA) Medical records, test reports, health apps and your ABHA health account.

See also when a platform shares your data with a third party and the escalation ladder.

Official sources

Checked on 1 November 2026. Company pages are labelled as the company's own words.

• IRDAI consolidated regulations, including the Protection of Policyholders' Interests Regulations, 2024
• IRDAI Bima Bharosa: FAQ and complaint route
• IRDAI grievance call centre
• IT (Reasonable Security Practices and Sensitive Personal Data) Rules, 2011 (India Code)
• IT Act section 43A: compensation for failure to protect data (India Code)
• Information Technology Act, 2000, updated text (India Code)
• Digital Personal Data Protection Act, 2023 (MeitY copy of the Gazette)