MetLife and Citi rapped over cards cross sell

Consumer credit insurance is one of the higher margin, cross-sell products that banks seek to sell to customers.

This form of insurance is also one product to lead lenders astray, perhaps because it is one where the rewards from selling a product of dubious merit are very high.

MetLife Insurance is the underwriter of the insurance sold using irritating and potentially illegal sales methods employed by Citigroup.

Citi, the insurance company's business partner and agent, sold the Creditshield product to customers who clearly did not ask for it, clearly and repeatedly said "no" to suggestions that they purchase it or agreed only to receive more information in the mail on the product offer.

ASIC said that Citi also claimed the insurance was "free if you have paid your [credit card] bills". Customers in fact paid for the insurance with the premium charged to their credit card each month.

ASIC said Citi made its sales pitch to credit card customers who rang to activate their cards. Citi operators delayed confirming activation of a card until they completed their sales pitch.

The Australian Securities and Investments Commission said Citi agreed to change its practice and confirm activation of a new card before seeking to sell the insurance.