Mumbai: Mumbai Police have busted an alleged online fraud racket operating under the guise of an “HDFC Insurance Help Desk” and arrested 12 accused following coordinated raids at three illegal call centres in Maharashtra’s Kolhapur district. Investigators said the gang allegedly impersonated insurance customer support executives to deceive victims into paying money under various pretexts. The probe has so far uncovered alleged fraud worth more than ₹78 lakh, while electronic equipment valued at approximately ₹17.18 lakh has been seized.
According to police, the case came to light after a victim filed a complaint alleging that he received calls from individuals claiming to represent the HDFC Insurance Help Desk. The callers allegedly convinced him to make multiple payments under the pretext of processing charges, service fees and other insurance-related formalities. Despite making the payments, the complainant reportedly received no services and later realised he had been defrauded.
Based on the complaint, Govandi Police registered a case under the relevant provisions of the Bharatiya Nyaya Sanhita (BNS) and the Information Technology Act and launched a technical investigation to trace those behind the operation.
Using digital intelligence and technical analysis, investigators tracked the suspects to three call centres located in the Gadhinglaj area of Kolhapur district. Police simultaneously raided all three locations and arrested 12 individuals allegedly involved in operating the fraudulent network.
During the searches, police seized 21 desktop computers, 57 laptops, 15 mobile phones, three internet routers, 15 SIM cards, and other equipment allegedly used to carry out online fraud. Officials said the digital devices are being examined to identify additional victims, financial transactions and possible links to other cybercrime cases.
The preliminary investigation suggests that the accused contacted customers while posing as representatives of an insurance help desk. They allegedly lured victims by promising assistance with insurance benefits, loans or financial services and persuaded them to deposit money under the guise of mandatory processing fees and other charges. After receiving the payments, the callers allegedly severed all communication with the victims.
Investigators suspect that the syndicate may have targeted several other people using the same modus operandi. Digital evidence recovered during the raids is being analysed to determine the full extent of the operation and identify additional victims across different states.
Police are also examining financial records, bank transactions, call records and electronic data to trace the movement of the allegedly defrauded money and identify other members or beneficiaries associated with the racket. Further arrests have not been ruled out.
According to the Future Crime Research Foundation (FCRF), fraudsters frequently impersonate customer support executives from banks, insurance companies and financial institutions to gain victims’ trust. Customers should never make payments or share banking credentials, card details, PINs or one-time passwords (OTPs) based solely on unsolicited phone calls. Before paying any fee or acting on such requests, consumers should independently verify the caller’s identity through the official customer care number or website of the concerned institution.
Cybersecurity experts also advise people to report suspicious calls immediately and avoid clicking on unknown links or installing applications suggested by unverified callers. Victims of online financial fraud should promptly report incidents through the national cybercrime helpline or the appropriate law enforcement authorities to improve the chances of recovering lost funds.
Police said the investigation is continuing to determine the full scale of the alleged fraud network and identify all those involved. Further legal action will be taken based on the evidence collected during the ongoing probe.
