Conversations on Conduct – Stage 4

This is the fourth installment of IBAO’s Ethics courses series, called Case Studies, focusing on real situations brokers face from the perspective of how to identify an act as an ethical dilemma, and what to do next. This eLearning course evolves from the previous courses to not just be on the ethical identification process, rather to both apply this process and to consider the learner’s personal experience and response per Case Study. All Case Studies are based on real, up-to-date examples of situations Brokers face in doing their job.

The core of the course is utilizing the RIBO Code of Conduct (included in the course) and relating it to initiating and having discussions based on ethical dilemmas.​ Learners are guided through a framework of how to categorize a potential ethical dilemma and draft appropriate ways to respond.​

Learners are presented with five common yet tricky ethical situations (Case Studies) in the form of video scenarios. Each video the learner must interact with the content over two to four questions embedded in the video. Accompanying the Case Studies is a workbook for the learner to engage extension questions on the theme. After completing each scenario, the learner is presented with options of what sections of the RIBO Code of Conduct apply to this situation. Each Case Study requires the learner to provide feedback to identify the type of situation it is, so they can analyze situations in their workplace consistently.

Learning Objectives:

1. Articulate the value of an ethics based code of conduct to a brokerage’s operations.
2. Distinguish the context of an ethical dilemma as either Situation, Rules, or People based or some Combination of these.
3. Identify the appropriate reporting response.
4. Draft responses to either the situation or the character in the Case Study as to how to best manage the ethics in question.

Case Studies presented in this course are:

• Account Privacy (Personal Lines); Relying on the PIPEDA laws, a broker is faced with sharing policy information between siblings of a client who are actually on two different policies.
• Assuming Best Match (Personal Lines); A fast acting broker binds a new habitational policy for a new client over the phone while not confirming if coverages are sufficient for their property and its location.
• Certificates (Commercial Lines): Delays caused by overwork and lack of staff at an insurer has pushed the renewal notice beyond 45 days for a client of a Broker. The client most upset with the delays pushes the broker for a rate increase amount, only to learn later that amount was much too small.
• Continuing Education Hours (All RIBO Brokers): A suave broker has not attained his CE hours for his RIBO Membership renewal in the time stated, but invents, what he thinks is, a perfect patch to help him stay complaint to renew his license.
• Take All Comers (Personal Lines): A savvy customer is looking to switch insurers and questions a broker who does not provide quotes from all the markets he states they have contracts with.

Recommended for:

• All Brokerage staff, Management and Licensed Brokers