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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.

  • 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

Who's it 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.

The Award 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.

Members are also entitled to use the designation CII (Award), subject to membership and Continuing Professional Development (CPD) requirements.

Before embarking study, check to see whether any of your previous academic qualifications or credits from other professional bodies and institutes can be carried towards completion of the Certificate. Find out more about recognition of prior learning »

Completion requirements

Those wishing to further their studies and achieve the Certificate in Insurance can use The Award in General Insurance as an alternative to the Certificate in Insurance unit (IF1) Insurance legal and regulatory to meet the compulsory unit requirements for the Certificate in Insurance. Please note: due to the amount of syllabus overlap, candidates passing both IF1 and the Award will only be awarded one set of credits.

Learning Support

A range of study materials are available, including: study texts, revision aids, ebooks and key fact booklets. For full unit availability, click the unit links to the right of this page.

Key facts

What does this qualification involve?

The Award comprises one compulsory unit from the CII insurance qualifications framework, providing a total of 15 credits upon successful completion.

Candidates are required to take the following compulsory unit:

  • (W04) Award in Customer Service in Insurance

For unit syllabuses, return to the Award in General Insurance page, and click on the ‘Syllabuses’ link to the right of the page.

Overview of Award-level units:

Unit

Assessment format

Study hours

Credits awarded

 

 

 

 

(W04) Award in Customer Service in Insurance

·         90 minute exam

·         50 multiple choice questions based on 10 case studies

·         70% nominal pass mark

50

15

Find out more about assessment methods, including exam policies and centres »

Units treated as equivalent

Due to the extent of syllabus overlap, certain combinations of current and withdrawn CII units will result in only one award of credits.

If a withdrawn equivalent is held you may not need to complete a current unit in order to satisfy a qualification's completion rules. Clarification should always be sought from CII Customer Service.

Find out more about credit awards for equivalent units »

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.

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