Street-Level Ethics
Workshop developed by: Chris Amrhein, AAI, Consultant
Course Objectives
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To gain insight into ethical behavior
To understand why the terms “ethical” and
“moral” are quite different (and why confusing
them presents problems)
To become familiar with inherent conflicts in
being ethical (if it weren’t hard, everyone would
do it)
Course Objectives
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To understand the value of a code of ethics
To gain practice in seeing the ethical dilemmas
in common insurance situations
To exercise individual judgment and reasoning
in addressing ethical dilemmas, relying upon
accepted ethical approaches and applicable
codes of ethics
Morality
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“Right vs. Wrong” decisions
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“From the heart and the brain”
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“Feels” like the right thing
According to the way I was taught, this IS the right
thing
Ethics
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“Right vs. right” decisions
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Come from the “head” (intellect)
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Codes of expected behavior
Approved guidelines
Derived from morals
Today’s Headlines
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Are they “moral” or “ethical” issues?
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Corporate cheating, corruption
Corporate criminal behavior
Individual profiteering
Stock manipulation
Others?
A True Moral Crisis Is Not Solvable By an
Ethical Process...Why?
Because…
First Step in Solving “Moral” Crisis Is to
Determine “Right” from “Wrong” -- NOT
“Right” from “Right”
Approaches to Ethical Decisions
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Situation-Based
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Rule-Based
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People-Based
Situation-Based
What is the best possible outcome given these
circumstances?
Rule-Based
Follow the rules, and let the chips fall where
they may
People-Based
Follow the Golden Rule: what would you have
others do if faced by the same situation?
Inherent Weaknesses
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Situation-Based: Do the ends justify the means?
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Rule-Based: What should the rules be?
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People-Based: Who is to say if the moral code of
the decider is good or bad?
Codes of Ethics can help overcome weaknesses
Codes of Ethics
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Provide set, agreed-upon guidelines for the
behavior of those who adhere to them
Examples:
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American Institute for CPCU
NAIW
CPIW
Questions for Assistance in Ethical Decision Making
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Deciding Whether the Situation Has Ethical
Dimensions
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Gathering Information
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Identifying and Evaluating Alternatives
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Reaching the Decision
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Monitoring the Decision
Case Studies
Value
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Gain experience in working through possibilities
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Gain comfort in decision making
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Explore differences, consider options in a safe,
controlled environment
Practice makes perfect
Assumptions
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Scenarios must be realistic, not “pie in the sky”
purely theoretical discussions
Work through regular steps; do not try to solve
all problems at once
Goal is to strengthen your “ethical muscles” for
future crises
Agent Case Studies
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#1 – A Friend in Need
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#2 – The Case of the Absent Audit
Underwriter Case Studies
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#3 – The Life of a Field Underwriter
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#4 – Who’s the Fairest of Them All?
Original Agent Case Studies
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#7 – How Low Will You Go?
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#8 – The Last Minute Certificate Crunch
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#9 – E&S: When Is “Worse” Better?
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#10 – Wrong Is Wrong, but Right for Client
Original Underwriter Case Studies
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#11 – School’s Out
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#12 – Ignorance Can Be Bliss
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#13 – He Who Hesitates Gets Lost
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#14 – Gone With the Wind
Original Claim Adjuster Case Studies
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#13 – He Who Hesitates Gets Lost
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#14 – Gone With the Wind
Now Go Forth and Be Ethical!!!
720 Providence Road· Suite 100 · Malvern, PA 19355-3433
Phone (610) 644-2100 · Fax (610) 640-9676
www.aicpcu.org