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10/20 W01/March 2017 Award in General Insurance

Appendix 10.1: CII Code of Ethics

4. You must provide a high level of service.

This includes, but is not limited to: Key questions:
4.1 communicating with each client in a way • Do I do what I say I will do and do it
that is accurate and straightforward and when I say I will?
expressed in a way that the individual
client can understand; • How can I improve the service I give
my clients?
4.2 being transparent about fees and
other costs; • Am I approachable?
4.3 making sure reasonable steps are taken • Do I give and receive constructive
to ensure all advice is accurate and feedback to/from colleagues?
suitable for the individual client;
• Does my organisation seek feedback
4.4 obtaining and providing clear from clients?
information before, during and after the
point of sale; • Does my organisation have a swift
and effective mechanism for resolving
4.5 ensuring adequate and correct records complaints?
are kept;
• Do I learn from complaints?
4.6 acting with skill, care and diligence;
• Do I take complaints seriously? Reference copy for CII Face to Face Training
4.7 acting only within your ability and
authorisation and seeking help • Can I improve my knowledge by
where necessary; additional training?
4.8 ensuring your knowledge and expertise • Do I encourage subordinates to increase
is kept up-to-date and relevant for their knowledge?
your work;
• Do I ask for help when I need it?
4.9 ensuring those who work for you have
appropriate training and supervision • Does my organisation have systems
and contributing to their learning and for managing paperwork and data
development; and which work?
4.10 if it is within your control, making sure • Does my organisation assess
your firm has a clear written complaints customer satisfaction and provide
procedure which is followed. feedback to employees?

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