There is legislation through provincial and federal Acts that governs aspects of the insurance industry. In addition to these laws, there are many bodies and associations through which the insurance industry partners and professionals cooperate and self-regulate. Again, these entities may have members within separate provinces, across the country, or even international associates. Apart from laws, there are also regulations, guidelines, and professional codes of conduct.

The purpose of all this collaboration is two-fold. On the one hand it functions to protect the public and to ensure a high standard of service to customers, and on the other, to protect the industry and foster a professional relationship among the many partners and representatives engaged in the insurance business.

As you can imagine, the documents that flow from these many sources present a mountain of particulars covering every aspect of activity and transaction within that industry. Only through a licensee’s regular review of relevant documents and continued attention to current changes in business will he or she remain a competent and informed professional. This course deals with the kind of document referred to here- The Principles of Conduct for Insurance Intermediaries publishedby theCanadian Insurance Services Regulatory Organizations (CISRO).


The purpose of this course is to provide participants with a full understanding of The Principles of Conduct for Insurance Intermediaries. It presents precise details relating to expectations for the behaviour and conduct of representatives, as well as the need for providing customers with information about what they can expect from various industry representatives.


Course Content

This course covers the following topics:

Information About CISRO and its function

Information About RIBO and its function

Origin and purpose of the Principles of Conduct for Insurance Intermediaries

Particulars outlined in The Principles for professional behaviour and conduct

Particulars of the Fact Sheet

Obligations of licensees regarding the Principles and the Fact Sheet (“About Your Insurance Broker”)

Distribution of The Principles Document and Fact Sheet

Ensuring compliance with RIBO’s Guidance

Definition of Intermediary

Definition of Customer

Examples of conduct that would breach the Principles

Common Questions and Answers

Course Learning Objectives

Successful participants in this course will:

  • Know the origin and purpose of RIBO and CISRO
  • Be knowledgeable with regard to the origin and purpose of the Principles of Conduct for Insurance Intermediaries published by CISRO
  • Be aware that effective September 1, 2022, all RIBO licensees will be required to share copies of both the CISRO Principles Document and the new “About Your Insurance Broker” fact sheet with all their customers
  • Know that the document is consistent with the RIBO Code of Conduct (found in Regulation 991, Section 14, and in the Principal Broker Handbook)
  • Understand what this document presents as the RIBO licensee’s obligations as a registered insurance broker
  • Be familiar with the purpose of The Principles Document and Fact Sheet to help customers understand the broker’s obligations to them as their insurance broker and to promote trust between both parties
  • Be aware of the various ways that these documents may be distributed so that they reach all the branch’s customers
  • Be aware of the monitoring of compliance through RIBO’s spot check program
  • Know that despite the fact that expectations for the conduct of insurance business may differ from one province to another, intermediaries with oversight responsibilities must ensure that their employees and representatives meet high standards of ethics and integrity
  • Know all the types of industry representatives encompassed by the definition of intermediary
  • Know that Customer refers to policyholder or prospective policyholder with whom an insurer or intermediary interacts, and includes, where relevant, other beneficiaries and claimants with a legitimate interest in the policy
  • Be well-versed in the particular behavioral and conduct expectations of the Principles with regard to the following areas:

Compliance / Outcomes

Customers’ Interests

Conflicts of Interest



Product and Service Promotion

Claims, Complaints Handling, and Dispute Resolution

Protection of Personal and Confidential Information



  • Know the details provided on the Fact Sheet describing the various mandates relating to licensing of brokers including registrations, E&O insurance, and codes of conduct
  • Know the references on the Fact Sheet with regard to the following:

How Insurance Works

Broker Compensation

Understanding Customer Insurance Needs

Insurance Quotes

Personal Information

Customer Obligations 

Insurance Claims

Making a Complaint


  • Be knowledgeable about the types of conduct which would breach the Principles
  • Be able to respond competently to the common questions around the Principles

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