Before disbursing the loan, the bank offered him a loan-linked insurance cover, following which Rs 16,000 was deducted from his account on May 6, 2022, towards the insurance premium. Despite repeated representations by the widow seeking settlement of the outstanding loan under the insurance cover, the bank denied that any valid insurance existed. The consumer cannot be made to suffer on account of internal lapses, if any, between the Bank and the Insurance Company,” the order said. Allowing the complaint, the Commission directed J&K Bank and PNB MetLife to treat the deceased borrower as duly covered under the loan-linked insurance scheme on the date of his death. Further, it directed that the insurance proceeds be adjusted against the outstanding loan liability of the deceased borrower in accordance with the terms of the insurance cover.