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The “Ethics & Unconscious Bias” course teaches insurance professionals about ethical issues concerning unconscious bias, diversity, equity, and inclusion, including review of the Unfair Claims Practices Act and good faith handling tips. The module is presented by Dee Studler, MACC, CPA, CFF, of SDC CPAs LLC; Ayanna Mishoe- Brooker, a claims professional with over 20 years of industry experience; and Jennie Philip, Esq., currently a Senior Coverage Director in Coverage & Complex Claims at Chubb.

The module begins with a review of the statistics on the impact of diversity initiatives and a panel discussion on representation. The next section features a state-by-state review of the Unfair Claims Practices Acts, and the following section explores documentation and other aspects of good faith claims handling. Vignettes from claims professionals are discussed on the topic of unconscious bias in claims handling, and the panel explores the intersections of bias in mediation and litigation. Finally, the course explores how vendor management is affected by diversity initiatives.

After completing the course, the attendee will be able to explain the impact and limitations of diversity initiatives; find a professional approach to situations where they or others are experiencing bias; identify if there is a duty to defend race-based conduct; enumerate the key contents of an Unfair Claims Practices Act in general and for certain states; understand the issues that can lead to bad faith litigation; list the potential penalties under the law for bad faith; document their file effectively and be prepared for certain criticisms of claims logs; understand the case law on discoverability of claims diaries; act as effective mentors, sponsors, advocates, and allies; explain the case law behind Batson challenges and juries with explicit biases; and discuss the laws and rules on vendor diversity programs. The course is designed for insurance professionals working in the area of property or casualty adjusting.

What CE Credit is available?

Note: To qualify for credit, you must submit completion (including a passed final exam if required) within five days of completing the last quiz. No partial credits will be awarded.

Adjuster General CE Hours:
Adjuster Ethics CE Hours:
Attorney General CLE Hours:
State's Course ID:
NH 2 Ethics 6000106951
TX (classroom equivalent) 2 Ethics 128694
NC 2 Ethics 215268
FL * ( Provider Number: 364169 ) 2.0 1186108
IL 2.0 485056
WY 2 Ethics 33091
OK 2 Ethics 6000107908

* This course has been approved by the Florida Department of Financial Services for insurance continuing education credit.

Course Content

Lesson Content
  1. Introduction & Biographies
  2. Use of Family Names
  3. Roadmap
  4. Power Of Diversity
  5. Representation and Power
  6. Impact of Diversity
  7. Giving Power to the People
  8. Speaking Up
  9. Mentorship and Allies
  10. Table of Contents
  11. Recap
Lesson Content
  1. Parameters of Ethical Claims Handling
  2. Model Unfair Claims Practices Act
  3. Other Ethical Motivations
  4. Role Of the Adjuster
  5. Bad Faith
  6. Penalties
  7. State By State Rules
  8. Recap
Lesson Content
  1. Introduction
  2. Document Your File
  3. Review of File
  4. Tips For Documentation
  5. Requests for Similar Claims
  6. Credibility
  7. Cash Large Amount
  8. Recap
Lesson Content
  1. Introduction
  2. Vignette: Accents
  3. Vignette: Gawecki
  4. Age Discrimination
  5. Do You Have the Authority?
  6. Mentorship & Sponsorship
  7. Body Language and Giving Power
  8. Dealing with Clients
  9. Conclusion
  10. Recap
Lesson Content
  1. Introduction
  2. Selecting the Right Person for the Jury
  3. Being Asked to “Tone It Down”
  4. Put It On The Table
  5. Conclusion
  6. Recap
Lesson Content
  1. Introduction
  2. Vendor Management
  3. Feedback
  4. Seeing It Through
  5. “Can They Do It?”
  6. Clients Demanding Diversity
  7. Minority & Women Ownership
  8. Takeaways
  9. A Seat at the Table
  10. Conclusion
  11. Recap

Submit within 5 days to get CE Credit or Certificate of Completion.