B.C. insurance council fines new agent who left the business

The Insurance Council of British Columbia has published its intended decision fining former agent, Jennifer Wai Yin Mok $5,000. The council also assessed costs of $4,187.50 following an investigation into allegations that Mok used false pretenses to facilitate insurance applications, submitted policy applications without client consent or knowledge, and populated incorrect information in policy applications.

The council also considered whether the former licensee replied adequately to inquiries during its investigation into her conduct.

The former life accident and sickness insurance agent first became licensed in January 2016. Her license became inactive in November 2017 and was cancelled for non-filing in August 2018. “Had the former licensee indicated an intention to continue to practice in the insurance industry, council would have considered licensed suspension or cancellation in addition or in the alternative to a fine,” say the decision’s authors.

A review of Mok’s business showed she wrote 177 policies during her tenure, 66 of which had been cancelled. Of those, 30 were cancelled the same day they were issued. When council contacted 10 of her customers, four raised concerns about her conduct.

The council’s investigation revealed a pattern where complainants say they met with Mok but ultimately did not wish to purchase the products she was selling. In several instances, Mok had encouraged the clients to complete applications anyway, assuring them that their applications would not be submitted without further authorization. When clients were then charged premiums and complained trying to get refunds, Mok many times did not respond. At least one case includes allegations that the former agent filled out medical questionnaires using fraudulent information. Another client expressed concern to council staff that signatures on her copies of the policy applications were not her own. A third said she did not physically sign any applications and was not aware that Mok was using an electronic signature feature.

Mok attributed many of the contraventions to poor training and poor supervision. She also says she was following direct instructions from her supervisor and another branch manager.