Overview
- The Nagpur consumer commission's order, delivered last month, directs SBI to pay Rs 5 lakh with 6% annual interest from the complaint date and Rs 10,000 for mental agony and legal costs.
- The panel said the six-year delay was understandable because a spouse’s sudden death can cause shock that slows a family’s actions.
- SBI argued the claim missed a 90-day window and the customer’s MasterCard Classic had no cover, but it did not file a clear document proving that exclusion.
- The commission found the bank failed to inform the family about the debit card’s insurance benefit and said a bank cannot lean on short deadlines when it has not told customers their rights.
- The forum called the refusal a deficiency in service and noted other cardholders received cover without fees, a finding that could shape similar consumer claims if left unchallenged.