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. Get insurance CE / CPD credits.

This course is for ALL insurance professionals, every role, every seniority. 

Ethics and client relations

What You Will Learn

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Understand Ethics

What is ethics, and what being ethical means for your career.
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Why Trust Matters

The importance of trust in insurance and what the insurance industry does to build trust.
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Client Relations

The legal duties insurance professionals owe to clients and potential challenges.
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Ethics on the Job

Practical guidance for dealing with ethical dilemmas.

Learning Objectives

Upon completing this course you’ll be equipped to:

  1. Explain what ethics is all about;
  2. Identify different ways of looking at what is morally right and wrong;
  3. Illustrate what the insurance industry does to build trust;
  4. Describe legal obligations to clients and potential ethical challenges; and
  5. 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

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. 


Javier Santos, Cyber Security Coach

Very informative in simple terms!

I found the Ransomware and Insurance 2022 Market Update to be very informative and delivered in simple terms. It will be beneficial to make it available in other languages like Spanish. Perhaps this can be done using a closed caption option.

Chief Operating Officer, Energy Company

ITC’s D&O and EPLI courses helped me understand the insurance proposals we receive AND to explain to my executive team and board members the risks we can (and cannot) manage through insurance.

David Marsh, Partner, Broker

Most insurance courses are either pitched at people learning about the subject for the first time or jump straight into advanced topics. The ITC courses do a great job for all learners and I particularly liked the online format since you can either spend time starting from the beginning or quickly move on to the areas of most interest to you. The course material also went beyond insurance policy language – addressing risk management, claims processes, what buyers should consider, and more.

Broker, Australia

ITC effectively tackles complex subject matters in a very creative manner. I would highly recommend to anyone looking to broaden their understanding.

Broker, Canada

Great way to enjoy an evolving subject matter. Thank you ITC, enjoyed that!

Manager, SVP, Canada

I’ve been in the insurance industry for over 20 years and this is by far the best educational material I have seen! Great for new and established professionals!


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 list 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.

With your course purchase or active subscription, you are able to see all obtained certificates! We encourage you to download your certificates and track your CE or CPD credits for your license renewal.

Navigating Ethical Dilemmas in Client Relations

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