General Insurance Agent Code of Conduct Quiz

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Instructions:

Read each question and select the best option.
When all questions have been answered, a rationale for the correct answer will appear.
The quiz is based on the Code of Conduct. The Code can be referenced during the Quiz.
If you score less than 100%, you must retake the quiz from the beginning.
Remember, you can take this test as many times as you wish.
Once you have passed the quiz, print a copy of the Certificate of Completion and file it for future verification.
If you wish to apply continuing education credits for licensing, enter the credit information under Continuing Education Information, found in the far left column under "Licence Holders".

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When compliance issues arise with other agents, the licenseholder...*

does not have to assist the Insurance Council of Manitoba in responding to requests for information regarding other agents against whom a complaint has been made.

can report possible violations of the Code of Conduct of other agents or direct clients to the Insurance Council of Manitoba to do so when the agent becomes aware of violations.

can criticize the action of competitor agents regardless of whether or not the information is accurate or correct because that is the way business is conducted.

can use the information on Council’s website or in the Council Report to show clients the disciplinary action taken against other agents.

Following a number of claims in the city, the ABC Insurance Company has inspected properties and provided the brokerage with a list of properties that must have knob and tube wiring replaced or security systems installed. These changes must be made to the properties and confirmed with the insurer within 90 days of notification to the agency or the policies will be cancelled. The brokerage will...*

tell the insurance company that the changes have been made, even if they haven’t, because the requests are unfair to their clients.

ignore the requests until renewal and replace the policies with the Conflagration Insurance Company.

advise the insureds of these requests and the consequences of not meeting the insurer’s deadline, and use an abeyance system to ensure these requests are followed up within the 90 day timeframe.

change the policies mid-term to the Conflagration Insurance Company without advising their clients of the reasons.

Which of the following activities carried on by the staff at the Breezy Insurance Agency Inc. is compliant?*

For file control the agency regularly employs a shredding company to destroy old documents on the agency site.

Files with client information are left open on desks when agents are providing customer service for other clients.

To develop camaraderie, agents regularly share insurance information and personal stories about clients regardless of whether or not the other agents handle the clients’ files.

Policy details are provided to the spouse or business partner of the client regardless of whether or not that person is a named insured on the policy.

During the past year Ms. Ima Payne has been very demanding of the agents in your agency. She has contacted the agents at home expecting immediate answers to questions that could wait until office hours. She is condescending to junior members of staff and disrupts work in the office by regularly visiting the office and loudly complaining that she does not receive the proper compensation for her multiple losses. The agency principals have determined that Ms. Payne should be “fired” as a client and does so by...*

providing adequate written notice that the agency will not be renewing her policies and the names of alternate agencies.

sending Ms. Payne notice that her policies have been cancelled immediately.

contacting others who do business with Ms. Payne and telling them of your concerns.

refusing to allow Ms. Payne entrance into the office or answering any phone calls or enquiries.

Sonny Day has been an insurance agent for twenty years, selling and servicing personal lines policies. As a well known individual in his community, he was approached last year by acquaintances who were venturing into new businesses including the sale of farm equipment to Africa and the distribution of medical supplies to Southeast Asia. To ensure that he met the Code of Conduct, Mr. Day...*

relied on an unlicensed insurer to provide insurance because it has more experience in these types of risks.

provided legal advice to his acquaintances on how to reduce the possibilities of claims in foreign countries.

declined to act on behalf of the clients because he was unfamiliar with these types of enterprises.

provided insurance and risk management advice based on his level of insurance knowledge and expertise.

Mr. A. Gent’s client had a claim denied by the insurance company and the client does not believe that the company adjuster had all the relevant information needed to make an accurate assessment. The client has written a letter to A. Gent stating he wants someone in a more senior position in the insurance company to review the information. A. Gent...*

should refer the client to the Insurance Council of Manitoba.

must contact his professional liability insurer because this is formal notice of a professional liability claim.

can ignore this letter because the insurance company has denied the claim.

must refer the client to the insurance company representative in a timely manner.

Of the following examples, which activity is permitted of an unlicensed individual?*

Asking and recording customer answers to the questions printed on an insurance application

Performing data entry for new policies and invoicing outstanding premiums

Making phone calls soliciting business and answering client questions about existing policies

Transacting Autopac business as soon as the individual receives access to the IWS system

Guy Smiley is a consumer-oriented agent who follows the instructions of his clients. Last week Sam Smith asked Guy to delete Jennifer Smith’s name from Sam’s tenant’s package policy as Jennifer had moved out of the apartment. Both Sam Smith and Jennifer Smith were named insureds on the policy. Guy deleted Jennifer’s name from the policy without speaking with her or obtaining written confirmation from Jennifer. Guy is now under investigation by Council because he...*

violated Jennifer’s privacy by discussing the Smiths’ situation with Sam.

followed Sam’s instructions.

did not obtain Jennifer’s express permission to delete her from the policy.

committed fraud.

Polly C. Nowe has held a level three agent’s licence in Manitoba since 1965 and has completed courses which have earned her a number of professional designations. This week she received a letter from the General Insurance Council outlining allegations that she was in violation of The Insurance Act’s Code of Conduct. Ms. Nowe knows that these allegations are false. Ms. Nowe...*

must provide a complete and full response to Council regarding the allegations including documentation to support her position.

should contact the person who filed the complaint requesting that the allegations of wrongdoing be withdrawn.

must respond to Council but any policy documentation or correspondence cannot be provided as it is protected by client-agent privacy.

should respond to Council simply stating that the allegations are false.

Which of the following agents is meeting the requirements of the Code of Conduct – Manner of Service?*

An agent places an ad in the newspaper stating, “Did your insurance company deny you a new roof when you submitted your hail storm claim? Contact our office to ensure 100% guarantee in future losses.”

For a one hundred dollar fee, the agent will recommend an adjuster/appraiser to assist the client in completing his proof of loss forms.

An agent asks apartment and property managers to place flyers in their buildings inviting tenants to contact the managers to purchase their property insurance at reduced cost. The agent will provide the insurance policies for the tenants.

The agent is aware that another insurance agency has access to a more comprehensive type of insurance policy for a hard-to-place risk than he does and the agent sends his client to that agency.