Business Ethics for Insurance Professionals

One full-day

9 February 2027, 09:30-16:30 (UK time)

Ethical conduct in insurance is no longer judged on policy wording alone. The FCA's move from prescriptive rulemaking to outcomes-based supervision, anchored by the Consumer Duty, means firms must now demonstrate that fair treatment, sound judgement and good customer outcomes are embedded in everyday decision-making, not just documented in a compliance manual.

This one day workshop builds practical ethical reasoning skills across the areas insurance professionals are tested on daily: customer service and consumer understanding, complaints handling, fair value, treatment of vulnerable customers, conflicts of interest across the distribution chain, and the growing use of AI in underwriting and claims. Delegates will examine real regulatory pressure points and will explore the governance and cultural dimension of ethics.

Public course booking

Members: £209pp
Non-members: £269pp

To book this workshop for yourself or up to 6 Delegates, please complete the below form:

Corporate (In-house) training

To book this workshop for your company as a corporate (in-house) training session for between 7-16 Delegates, on a date that's convenient for you, please complete the below form to register your interest:

Summary

 Dates: 9 February 2027

Timings: 09:30-16:30 (UK)

 Duration: One full-day

 No of attendees: Up to 14

Format: Online - virtual delivery

CPD: Recognised

Trainer: Daryl Evans FCMI,  Assoc CIPD, Chartered Manager

 Price: £209 Members / £269 Non Members

Workshop Overview

Delegates will examine real regulatory pressure points and work through structured decision-making models rather than abstract ethical theory.

Participants will also explore the governance and cultural dimension of ethics, including individual accountability under the Senior Managers & Certification Regime, the evidence needed to demonstrate 'reasonable steps', and the whistleblowing protections that allow concerns to be raised safely.

The day closes with a scenario-based challenge that draws together service, conflict-of-interest and governance judgement calls in a single case.

Module 1 – Ethics in Customer Service and the Consumer Duty

• The shift from prescriptive regulation to outcomes-based supervision
• The Consumer Duty's four outcomes as an ethical framework, not just a rulebook
• Recognising and evidencing good customer outcomes in practice

Module 2 – Vulnerable Customers, Fair Value and Complaints

• Identifying non-obvious vulnerability: financial, health, life-event and resilience factors
• Fair value assessments: what justifiable pricing and commission looks like
• Complaint handling as an ethical act: empathy, structured response and escalation judgement

Module 3 – Ethical Decision-Making and Conflicts of Interest

• Core ethical theories, applied practically rather than academically
• Conflicts of interest in distribution: commission, delegated authority, MGA/coverholder relationships
• The Bribery Act 2010 and its relevance to the distribution chain

Module 4 – AI in Underwriting and Claims: An Ethics Stress Test

• Where AI is already live in underwriting, pricing and claims triage
• Bias in risk scoring, explainability, and fairness in automated decisions
• Data use and customer fairness under UK GDPR

Module 5 – Governance, Culture and SM&CR Accountability

• Individual Conduct Rules and senior manager accountability under SM&CR/COCON
• Demonstrating 'reasonable steps': a practical governance exercise
• CSR as trust-building, not PR

Module 6 – Whistleblowing and Applied Practice

• Whistleblowing and PIDA: why people hesitate, and how to protect and encourage reporting
• Building a speak-up culture
• Final scenario-based case study: customer service, conflict of interest and governance judgement combined

What will I achieve by attending the workshop? 

By the end of this engaging session, participants will abe able to:

• Examine customer service and consumer understanding through the lens of the FCA's Consumer Duty outcomes.
• Investigate the ethical treatment of vulnerable customers and the fair value of products, pricing and commission structures.
• Discuss effective, empathetic complaint-handling techniques consistent with DISP and Treating Customers Fairly principles.
• Apply structured ethical decision-making models to dilemmas arising in underwriting, claims and distribution.
• Evaluate the ethical fault lines in AI-enabled underwriting and claims decisions, including bias, explainability and fair customer outcomes under UK GDPR.
• Understand individual accountability under SM&CR/COCON, including the evidence needed to demonstrate 'reasonable steps' were taken.
• Explore whistleblowing protections under PIDA and the role of corporate governance and CSR in building an ethical, speak-up culture.

Who should attend?

This programme is suitable for professionals across the insurance and financial services sectors who are required to make, support or oversee decisions with an ethical or customer-outcome dimension.

This may include:

• Senior Leadership
• HR
• Operational Managers
• Underwriters
• Claims managers
• Distribution and sales teams
• Compliance professionals
• Risk professionals
• Customer service and complaints teams

Corporate Solutions

As part of our commitment to advancing professional standards within the sector, the CII offers a comprehensive suite of training and development solutions. These are designed to provide a structured, collaborative approach to skills enhancement, fully aligned with our internationally recognised Professional Map.  We offer workshops covering exam revision, technical training and business and leadership topics. 

Whether you're looking to upskill employees, support career progression, or drive business success, our bespoke training solutions can elevate and future proof the competencies required across your workforce. 

A full list of courses can be viewed in our Training Catalogue.

Public course booking form

Corporate (In-house) training

Interested in other courses?

For enquiries about this course, please email to: business.enquiries@cii.co.uk

Please note: The price of the workshop is based on British Pound Sterling (GBP). The purchase price will be processed using the relevant international currency conversion rate at the point of sale. Contact us for further information.

CII workshops are sold on a first come first serve basis, and therefore availability may change, depending on the number of bookings received. Once a workshop becomes full, the above date will no longer be available, and new dates will be published.

We reserve the right to postpone the above workshop dates, subject to a minimum number of bookings received. Your booking will only be confirmed, once payment has been processed and you receive a booking confirmation email from the training team.

Can't attend on this date? Register your interest in other training workshops and future dates.

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