Navigating Ethical Dilemmas in Client Relations
A Guide for Insurance Professionals
Improve your client relationships and your reputation! Learn what to do when ethical dilemmas arise when working with clients. This course is for ALL insurance professionals, every role, every seniority.
Subtitles available in
English
French
Spanish
Course Overview
Ethical challenges can arise in everyday interactions with clients, colleagues, and regulators, making sound judgment essential for insurance professionals. This course explores the ethical dilemmas that can occur in professional practice and provides guidance on how to navigate them with integrity and confidence.
You’ll examine key topics such as ethical decision-making, regulatory compliance, conflicts of interest, and the responsibilities involved in maintaining client trust. The course also highlights how professional standards and industry expectations shape ethical conduct in the insurance profession.
Through real-world examples and case studies drawn from insurance practice, you’ll explore common situations where ethical dilemmas may arise and assess practical approaches to resolving them. The course also includes a downloadable quick reference guide outlining a five-step process for making ethical decisions, providing a practical tool students can use when navigating ethical challenges in their professional work.
Course highlights
Understand Ethics
Why Trust Matters
Client Relations
Ethics on the Job
Learning Objectives
Upon completing this course, you will be able to:
- Explain what ethics is all about;
- Identify different ways of looking at what is morally right and wrong;
- Illustrate what the insurance industry does to build trust;
- Describe legal obligations to clients and potential ethical challenges, such as conflict of interest; and
- Apply a 5-step process and analysis framework for dealing with ethical dilemmas.
Course Curriculum
- Course welcome
- Course objectives
- Downloadable material
- Interactive Exercise – What would you do?
- Chapter introduction & objectives
- What does it mean to be ethical?
- Interactive exercise – Food for thought
- Ethics is about behavior
- Ethics is also about society
- Legal vs. ethical – not the same
- Recognize ethical dilemmas
- Interactive exercise – Food for thought
- Different ways of looking at ethics
- Interactive exercise instructions
- Interactive exercise
- Chapter introduction & objectives
- Why trust plays a central role in insurance
- Interactive exercise – Food for thought
- How the insurance industry earns and maintains trust
- Codes and standards
- Interactive exercise – Code review
- Training
- Reinforcement
- Monitoring and compliance
- Interactive exercise – Food for thought
- Other repercussions
- Do good people make unethical choices?
- Interactive exercise – Food for thought
- Interactive exercise
- Chapter introduction & objectives
- It’s all about the client
- Utmost good faith
- Interactive exercise – Food for thought
- Standard of care
- Interactive exercise – Food for thought
- Fiduciary duty
- Interactive exercise – Food for thought
- The inherent conflicts of interest in our industry
- Interactive exercise
- Chapter introduction & objectives
- What does it actually take to be ethical?
- Interactive exercise – Food for thought
- Set yourself up for success
- Making ethical decisions – getting started
- Making ethical decisions – a framework for analysis
- Making ethical decisions – complete the process
- Download the framework
- Interactive exercise – Food for thought
- Why act ethically?
- Interactive exercise
- Course Wrap Up
- Course Survey
- Navigating Ethical Dilemmas in Client Relations Final Assessment
Certifications
This is a required course for the following certification programs:
- Certified Cyber Liability Insurance Professional → LEARN MORE
- Certified Management Liability Insurance Professional → LEARN MORE
Testimonials
Very clear, concise content, delivered in an easy to understand way. Whether an industry vet or just starting out, you will learn something from this course- I did! It’s easy to see how this platform could complement any corporate training program. I’d thoroughly recommend ITC to any L&D manager.
I’m super impressed with the quality of the courses. Graphics are the bomb!!
Great job ITC! Love the cartoons. Complex subject matter presented in a very fun way.
These are the best online insurance training offerings I’ve seen in terms of content and ease of use.
The coverage explanations are comprehensive and straightforward, coverage comparison tips are very helpful, and the claims examples are readily adaptable to real-life client scenarios. The visuals are easy to follow and the succinct course modules allowed me to review the modules on my own timeline- or to go back to modules that I wanted to revisit. Plus, as a very welcome bonus, continuing education credits are available in certain jurisdictions!
ITC Education is the perfect platform for busy insurance professionals to expand their knowledge in bite-size, manageable, easy & informative modules. The subject matter is well researched and presented in an engaging and easy-to-understand format. The modules are set up so that you can zero in on a subset or explore the topic more fully – time permitting. The examples are easily applied to real-life situations.
About ITC courses
ITC takes pride in delivering high quality, unbiased courses on professional and management liability insurance and related topics. Designed specifically for online delivery, our courses are interactive, include activities and quizzes, use practical illustrations and real-life case studies and deliver knowledge in bite-sized portions so even just 5 minutes is learning time well spent.
How we build courses
ITC courses are the product of a collaborative approach. We work closely with subject matter experts to build out course content, the ITC design team brings that content to life, and no course is published before undergoing an intense review by an industry panel. Our process also includes post-publication reviews and updates because ITC is committed to delivering quality courses that remain accurate, relevant and up-to-date, long after they are first published.
With ITC, you can take any course at any time. For the best learning experience, a prerequisite may be recommended in the course description.
We’d love to hear from you! At ITC, we’re always exploring timely and relevant insurance topics to support your professional development. If there’s a subject you’d like to learn more about, let us know. Your ideas help us shape future courses and learning opportunities.
We provide a digital certificate of completion for all successfully completed courses. Learn how to access your certificate →
Check the CE / CPD page on our website to find out which courses qualify for credit in your jurisdiction then register for your chosen course. Once you’ve successfully completed the entire course, including all the quizzes, you will be prompted to register for your digital certificate of completion.
If your jurisdiction is not listed on our website, ITC courses may still qualify for CE or CPD credit but it will be your responsibility as a student to verify this with your regulator.
No. ITC does not track CE or CPD credits toward your license renewal. You can access certificates for successfully completed courses through your Student Dashboard. We recommend downloading your certificates and keeping them for your records. Learn how to access your certificates →
ITC’s eLearning programme is CII CPD Accredited by the Chartered Insurance Institute (CII). This accreditation demonstrates the quality of ITC’s learning programme and confirms that it meets the requirements of the CII member CPD scheme.
CII accreditation applies to ITC’s eLearning programme. This means the quality of our learning programme has been independently reviewed and confirmed to meet the requirements of the CII member CPD scheme.
For CII members, eligible ITC courses can contribute toward continuing professional development (CPD) requirements. After completing a course, you’ll receive a certificate of completion to document your learning.
Frequently Asked Questions
With ITC, you can take any course at any time. For the best learning experience, a prerequisite may be recommended in the course description.
We’d love to hear from you! At ITC, we’re always exploring timely and relevant insurance topics to support your professional development. If there’s a subject you’d like to learn more about, let us know. Your ideas help us shape future courses and learning opportunities.
We provide a digital certificate of completion for all successfully completed courses. Learn how to access your certificate →
Check the CE / CPD page on our website to find out which courses qualify for credit in your jurisdiction then register for your chosen course. Once you’ve successfully completed the entire course, including all the quizzes, you will be prompted to register for your digital certificate of completion.
If your jurisdiction is not listed on our website, ITC courses may still qualify for CE or CPD credit but it will be your responsibility as a student to verify this with your regulator.
No. ITC does not track CE or CPD credits toward your license renewal. You can access certificates for successfully completed courses through your Student Dashboard. We recommend downloading your certificates and keeping them for your records. Learn how to access your certificates →
ITC’s eLearning programme is CII CPD Accredited by the Chartered Insurance Institute (CII). This accreditation demonstrates the quality of ITC’s learning programme and confirms that it meets the requirements of the CII member CPD scheme.
CII accreditation applies to ITC’s eLearning programme. This means the quality of our learning programme has been independently reviewed and confirmed to meet the requirements of the CII member CPD scheme.
For CII members, eligible ITC courses can contribute toward continuing professional development (CPD) requirements. After completing a course, you’ll receive a certificate of completion to document your learning.
About ITC courses
ITC takes pride in delivering high quality, unbiased courses on professional and management liability insurance and related topics. Designed specifically for online delivery, our courses are interactive, include activities and quizzes, use practical illustrations and real-life case studies and deliver knowledge in bite-sized portions so even just 5 minutes is learning time well spent.
How we build courses
ITC courses are the product of a collaborative approach. We work closely with subject matter experts to build out course content, the ITC design team brings that content to life, and no course is published before undergoing an intense review by an industry panel. Our process also includes post-publication reviews and updates because ITC is committed to delivering quality courses that remain accurate, relevant and up-to-date, long after they are first published.
Navigating Ethical Dilemmas in Client Relations
