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Chartered Insurance Institute
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This single-unit Award is designed for those working in customer facing roles in insurance outside the UK. It helps build the skills and knowledge required to deliver excellent customer service.

Is the Award suitable for me?

The Award is open to anyone working in the insurance industry irrespective of age, educational background or experience.

The Award is particularly suitable for:

  • non-UK insurance practitioners at the start of their career or seeking to build on existing knowledge through formal study.
  • non-UK insurance practitioners needing to satisfy the minimum operating standards set by a local regulator.

What will I learn?

At the end of this unit, candidates will be able to demonstrate their knowledge and understanding in the following areas:

  • how to fulfil customer requirements in the insurance sector
  • the importance of customer feedback to improve service in the insurance sector
  • the importance of good communication to maintain and build client relationships in the insurance industry
  • how to deal with conflict within an insurance environment
  • the importance of keeping accurate and confidential records when dealing with customers
  • how to manage own workload and time to meet business requirements and timescales
  • how to work with others to achieve team and organisational objectives
  • the sales process
  • how to increase sales activities.

Your next step

Upon completion, CII members are eligible to use the designation 'CII (Award)'. Continuing Professional Development requirements apply.

The Award in Customer Service in Insurance also supports ongoing professional development as, on passing the exam, you will hold one of the three Awards needed to complete the Certificate in Insurance and Financial Services.

Enrol online here. Alternatively download the application form above or contact our Customer Service team on +44 (0)20 8989 8464 or email customer.serv@cii.co.uk

Introduction

CII qualifications involve the completion of one or more units, each covering an individually assessed topic. Assessment methods vary and depend on a unit's level and subject matter.


Assessment methods include:

  • Multiple-choice exams - the assessment method for Award, Certificate, and Diploma in Regulated Financial Planning units R01-R05 assessed in the UK. Exams are delivered on-screen at a network of over 40 public centres across the UK. Sittings are available year-round, often on a weekly basis.
  • Written exams - the assessment method for some Diploma and Advanced Diploma units and all units examined outside the UK. Sittings are typically available twice-yearly in April and October at over 50 public centres throughout the UK and over 120 public centres outside the UK.
  • Coursework assessment - available for a select number of Advanced Diploma in Insurance units, Advanced Diploma in Financial Planning unit (AF6) Senior management and supervision and financial services unit (J09) Paraplanning, coursework assessment involves the completion of three written assignments during a 12 month period.
  • Mixed assessment - available for a number of Diploma in Insurance units and all Diploma in Insurance units by April 2018 (unit codes begin with the letter M). This involves the successful completion of both a coursework assignment and a multiple-choice exam. This has an 18 month enrolment period.
  • Dissertation assessment - available for Advanced Diploma units (991) London market insurance specialisation and (994) Insurance market specialisation. This involves the submission of a dissertation proposal and an 11,000 word dissertation. This has an 18 month enrolment period. 

Find out more

It is essential that candidates familiarise themselves with the guidelines and instructions which are shown on the CII website under the relevant units. In addition candidates should familiarise themselves with the coursework and dissertation policies as well as exam policies (before the assessment) and notes to results (after the assessment).

Completion requirements

To complete the Award you must study a single study text and then pass the associated exam.

Studying for the Awards

The study text covers the exam syllabus in a straightforward and user-friendly format, and includes examples, key point summaries and self-test questions. The exam guide includes a specimen exam paper and hints and tips on how to pass.

As a guide, it is recommended that you allow a minimum of 50 hours' study (this will vary according to your experience and ability).

The exam

The exam itself takes the form of a 90-minute paper consisting of 50 multiple choice questions linked to 10 case studies, and is examined twice-yearly in April and October. The nominal pass mark is 70%. However, the actual pass mark may vary slightly from one session to another to ensure that the pass standard remains constant.

The complete package

Enrolment for a CII Award includes everything you need for a single fee: study text, examination guide and exam entry.

Important deadlines

There are two public exam sittings for the Award - April and October. Please note the following important dates.

   April 2017 exams October 2017 exams
Closing date for your exam entry and payment to reach the CII
• At normal fees
22-Feb-17 30-Aug-17
• At late entry fee 17-Mar-17 22-Sep-17
Exam entry confirmation* Posted within seven working days from receipt of application form
Receive your exam admission permit* Posted ten days before the exams begin or six weeks for non-UK applicants
Sit exams 04-Apr-17 10-Oct-17
Exam results released **online www.cii.co.uk/results and posted (Results are sent by 1st class post from the UK on the date shown. Please allow 14 days).
for delivery to a non-UK address
12-May-17 17-Nov-17

* Please contact Customer Service if you do not receive these, either by emailing admissionpermitenquiries@cii.co.uk  or calling +44 (0) 20 8989 8464. When you receive your admission permit you must   read it in full and check whether any change has been made in the date or times of the units for which you have entered and that the units shown on your permit are those that you intend to sit. If there is any discrepancy you should contact Customer Service immediately by emailing admissionpermitenquiries@cii.co.uk  or calling +44 (0) 20 8989 8464.

**To access your results online you will need to be logged in to the CII website using your CII Permanent Identity Number (PIN) and password.

Where next

Certificate in Insurance and Financial Services

For those candidates outside the UK working in financial advice and insurance, or aspiring to work in both, the CII offers a dedicated study pathway which comprises existing Award qualifications and results in the completion of the Certificate in Insurance and Financial Services.

The Certificate offers a solid grounding across a broad range of areas and is awarded upon completion of three Awards from the following four options:

  • Award in General Insurance;
  • Award in Customer Service in Insurance;
  • Award in Financial Planning or Award in Bancassurance;
  • Award in Investment Planning.

CII members are also eligible to use the designation 'Cert CII'. Continuing Professional Development requirements apply.

Recognition of prior learning

When you pass exams through the CII, the credits will automatically appear on your learning account, including for exams that you may have passed under discontinued CII qualification routes. You may also be able to receive credits for relevant qualifications you have passed through other awarding bodies - to do this you should submit an application for recognition of prior learning.

By claiming credits for qualifications you've attained outside the CII framework, you'll avoid duplicating learning already undertaken, in turn reducing the amount of study and obtaining your CII qualification more quickly. 

If you wish to claim credits to recognise non CII qualifications held, please see the accreditation section of this website, where you can read full guidance on the rules and requirements and download an application form.

Important note: To be awarded a CII qualification, and use any resultant membership designation, you must obtain, by CII examination, dissertation or coursework assessment, a pass in a unit from the qualification that you are looking to complete, and meet the qualification completion requirements. These rules apply irrespective of how many credits your existing qualifications might provide through recognition of prior learning. As a result, you will not gain permission to use the designation 'CII (Award)' if you pass the unit (W04) Award in Customer Service in Insurance by recognition of prior learning.

Find out more about applying for recognition of prior learning »

Assessment information

It is important that candidates entering for a CII assessment familiarise themselves with our service, in particular the rules and procedures that are in place.

Syllabuses

At the end of this unit, candidates will be able to demonstrate knowledge and understanding of:
  • fulfilling customer requirements in the insurance sector
  • the importance of customer feedback to improve service in the insurance sector
  • the importance of good communication to maintain and build client relationships in the insurance industry
  • dealing with conflict within an insurance environment
  • the importance of keeping accurate and confidential records when dealing with customers
  • managing own workload and time to meet business requirements and timescales
  • working with others to achieve team and organisational objectives
  • the sales process
  • increasing sales activities