Frequently Asked Questions

• Log in to the Website
• Statement of Professional Standing (SPS)
• Updating your personal details
• General/Customer Service
• Membership
• Continuing Professional Development (CPD)
• PFS
• Exams
• Study Materials
• Continuous Assessment
• Face-To-Face Training
• e-LEARNING
• Learning Statement
• Recognition of Prior Learning
• Payment Methods

The following are some of the most frequently asked questions we receive and should save you time in dealing with your enquiry.

Log in to the Website

Q: I can't log on to the website - why?

A: A new security password service was introduced in November 2006 so to log on please check which category is relevant to you: -

• New User: No PIN ever and have not created a password since Nov 06
• No Password: Have PIN but haven't created a password since Nov 06
• Forgotten Password: Have PIN and have created a password since Nov 06

Q: What is a PIN?

A: This is a Personal Identification Number which is allocated to you and all your records are kept against it. If you have been allocated a Personal Identification Number (PIN) this does not automatically mean that you are a member of the CII/PFS.

Statement of Professional Standing (SPS)

Q: How do I find out more about applying for a CII Statement of Professional Standing (SPS)?

A: Visit our CII SPS Frequently Asked Questions (FAQs) section.

Updating your personal details

Q: I have moved. What do I need to do?

A: Visit our website at http://www.cii.co.uk/amend/ to update your details.

Q: Why can't I change my name online?

A: Because we need documentary evidence to ensure our records are updated correctly and you should submit this to Customer Service.

Q: I have got married since I registered with you, how do I change my name?

A: Please send in a copy of your marriage certificate to Customer Service for us to update your records.

General/Customer Service

Q: Where are the application forms?

A: For financial qualifications please visit our website at the following link http://www.cii.co.uk/financialservices/qualifications.aspx, each qualification is under the left hand menu, select required qualification; application forms are then available at the bottom of each qualification page. Alternatively contact Customer Service on +44 (0) 20 8989 8464.

For general insurance qualifications please visit our website at the following link http://www.cii.co.uk/generalinsurance/qualifications.aspx, each qualification is under the left hand menu, select required qualification; application forms are then available at the bottom of each qualification page. Alternatively contact Customer Service on +44 (0) 20 8989 8464.

Q: Where can I download brochures?

A: For financial qualifications please visit our website at the following link http://www.cii.co.uk/financialservices/qualifications.aspx, each qualification is under the left hand menu, select required qualification; brochures are then available at the bottom of each qualification page. Alternatively contact Customer Service on +44 (0) 20 8989 8464.

For General Insurance qualifications please visit our website at the following link http://www.cii.co.uk/generalinsurance/qualifications.aspx, each qualification is under the left hand menu, select required qualification; brochures are then available at the bottom of each qualification page. Alternatively contact Customer Service on +44 (0) 20 8989 8464.

Q: I have lost my certificate/Record of Achievement. How can I get a duplicate copy?

A: The majority of duplicate certificates cost £10.00 each and Records of Achievement £5, these can be ordered by telephone on +44 (0) 20 8989 8464, by fax on 020 8530 3052 or by e-mail from customer.serv@cii.co.uk - payment can be made by credit/debit card. An order can alternatively be submitted by post with payment by cheque made payable to Chartered Insurance Institute, and sent to Customer Service, 42-48 High Road, South Woodford, London E18 2JP.

Q: I need information on the fees for examinations, study materials etc regarding your Qualifications?

A:

For financial qualifications please visit our website at the following link http://www.cii.co.uk/financialservices/qualifications.aspx, each qualification is under the left hand menu, or contact Customer Service on +44 (0) 20 8989 8464.

For general insurance qualifications please visit our website at the following link http://www.cii.co.uk/generalinsurance/qualifications.aspx, each qualification is under the left hand menu, or contact Customer Service on +44 (0) 20 8989 8464.

Q: I am researching XYZ, how can I find some information on this subject?

A: CII Knowledge Services provides access to a wide range of information on insurance, risk and related financial services. Members and subscribers can use the online service at www.cii.co.uk/knowledge or visit the library at 20 Aldermanbury. Enquiry and document delivery services are also available. Non-members may use the Library for a fee.

Q: I am studying for the CII exams and would like to read something to update and expand upon what is in the coursebook, can you help me?

A: For most CII exams there is a list of recommended reading in the syllabus which you can find within the syllabus section for each qualification on the website. Most of the items listed can be borrowed by members from CII knowledge Services, www.cii.co.uk/knowledge/lending . You may also be able to purchase some at a special discount as a CII member at www.cii.co.uk/knowledge/bookshop.  You can also find much other information on your subject via CII Knowledge Services. The fact files at http://www.cii.co.uk/knowledge/factfiles are particularly useful for updating your knowledge on a particular subject.

Q: I need market data on XYZ, how can I get it?

A: A good starting point for insurance and related statistics is the CII Knowledge Services market data feature at http://www.cii.co.uk/knowledge/marketdata. If this doesn't have the figures you want you can search the Knowledge Gateway feature on the same site or contact CII Knowledge Services direct on 020 7417 4415.

Q: When will I receive confirmation about my exam entry?

A: Confirmation of your exam will be dispatched within 7 days of your entry being processed. If you do not receive this please contact Customer Service on +44 (0) 20 8989 8464.

Q: When will I receive my admission permit (for non on-line examinations only)?

A: This will be dispatched ten days before the examinations begin or six weeks for international applicants. When you receive your admission permit you must check whether any change has been made in the dates 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 on +44 (0) 20 8989 8464.

Q: What is the last date to change or enter exams?

A: This information is available at http://www.cii.co.uk/cii/about/deadlines.aspx.

Q: What is the closing date for entry into exams?

A: This information is available at http://www.cii.co.uk/cii/about/deadlines.aspx.

Q: How do I book an online exam?

A: Go to http://www.cii.co.uk/ and select examination scheme and quick link to unit.

Q: How do I book a paper based exam?

A: Go to http://www.cii.co.uk/ and select examination scheme and quick link to unit.

Q: What are the CII examination dates?

A: This information is available at http://www.cii.co.uk/cii/about/deadlines.aspx, for specific exam dates, these are available in the brochures.

Q: I recently sat an examination, when are the results released?

A: For on-line examinations provisional results are available immediately with the confirmed result notifications being dispatched to you within seven working days. For all other examinations the dates will be shown on your admission permit or the information is available at http://www.cii.co.uk/cii/about/deadlines.aspx.

Q: I recently sat an examination and have lost my paperwork which includes my candidate number what do I do? (for non on-line examinations)

A: Call Customer Service before the release date of the results to get all the relevant details to ensure you are able to access them on the day they are released on +44 (0) 20 8989 8464.

Membership

Q: How do I join CII?

A: Visit http://www.cii.co.uk/cii/membership.aspx.

Q: What is a member?

A: A member is someone who pays an annual membership fee to the CII - If you have been allocated a Personal Identification Number (PIN) this does not automatically mean that you are a member of the CII/PFS.

Q: What is the cost of membership?

A: This varies accordingly to the level you are applying for. Please visit http://www.cii.co.uk/cii/membership/prices.aspx for full details or call customer service on +44 (0) 20 8989 8464.

Q: What will my membership include?

A: If you are new to the industry or are progressing your studies, belonging to the Chartered Insurance Institute enables you to accelerate your career development. As a CII member you can gain the competence, knowledge and understanding required to flourish in your current role and, if and when you decide to move, to enjoy further success in the professional arena.

If you have completed a qualification or have been working in the industry for several years, CII membership can play a vital role in consolidating your position within the insurance and financial services market. With CII services, products and facilities at your disposal, you can develop your capabilities in line with your ambitions, ensuring you maximize your potential and participate fully in your chosen profession. 

For full details, please visit our website at http://www.cii.co.uk/cii/membership/benefits.aspx.

Q: Can I pay my membership fee monthly?

A: Yes by Direct Debit - please call us on +44 (0) 20 8989 8464 or complete a direct debit form which you can download by clicking the link below - Download application form.

Q: Do I have to be a member of the CII to take exams?

A: No. But you could save money on CII products and as a member would also be able to take advantage of additional benefits. For full details go to http://www.cii.co.uk/cii/membership/benefits.aspx.

Q: How do I become a member?

A: Please visit our website at the following link http://www.cii.co.uk/cii/membership.aspx for some levels or contact Customer Service on +44 (0) 20 8989 8464.

Q: How can I access an election application?

A: You need to contact us at customer service on +44 (0) 20 8989 8464 to arrange for the appropriate paperwork to be sent.

Q: Can I apply for election on-line?

A: You are unable to currently apply for this on-line. Please call customer service on +44 (0) 20 8989 8464.

Q: I have retired from active business life and wonder if I am entitled to pay a reduced subscription fee?

A: Please visit our website at the following link http://www.cii.co.uk/cii/membership/retired_members.aspx where you can download an application form to apply for our Retired Members Scheme or contact Customer Service on +44 (0) 20 8989 8464 for an application form.

Q: I am a member of the CII/PFS, but am currently unable to pay the full amount due for my subscription, can you help me with my payments?

A: Please visit our website at the following link http://www.cii.co.uk/cii/membership/support_scheme.aspx or for further details contact Customer Service on +44 (0) 20 8989 8464.

Q: I am a member of the CII/PFS holding a designation and need information regarding the Continuing Professional Development Scheme?

A: Please visit our website at the following link http://www.cpd.cii.co.uk/help/welcome.asp for further information regarding our Continuing Professional Development scheme and our CPD easy.online tool or contact Customer Service on +44 (0) 20 8989 8464.

Q: I wish to become a Fellow of the CII (FCII) what do I need to do?

A: Full details can be found on our website at http://www.cii.co.uk/generalinsurance/qualifications/fellowship.aspx or telephone our Membership Department on 020 8530 0818.

Continuing Professional Development (CPD)

Q: I can't log on to the on-line CPD tool?

A: Please contact Customer Service on +44 (0) 20 8989 8464.

Q: I have forgotten my username/password?

A: If you have forgotten either your username or password or both, you need to click on the ‘forgotten password or username?’ link and fill in your email address that you registered with. You will then receive an automated email with your username and password within an hour. The email address that you enter must be the same as the one you used to register, if your email address has since changed, you will not be able to use this facility and will be required to call Customer Service +44 (0) 20 8989 8464.

Q: I am a member of the CII/PFS holding a designation and need information regarding the Continuing Professional Development Scheme?

A: Please visit our website at the following link http://www.cpd.cii.co.uk/help/welcome.asp for further information regarding our Continuing Professional Development scheme and our CPD easy.online tool or contact Customer Service on +44 (0) 20 8989 8464 (CII) or 020 8530 0852 (PFS).

Q: I cannot change my CPD start date:

A: You are unable to change your start date however, you can record activities that you have undertaken up to 12 months prior to your start date.

Q: I am a qualified member and need information regarding the Continuing Professional Development Scheme?

A: We have a CPD easy online tool for you to use at http://www.cpd.cii.co.uk/help/welcome.asp or for further information regarding our Continuing Professional Development scheme or contact Customer Service on +44 (0) 20 8989 8464.

PFS

Q: Does the PFS have its own Board of Directors?

A: Yes it does - the PFS Board comprises of 8 Member Directors and 3 Executive Directors. All Member Directors are required to be qualified to at least DipPFS level. All Member Directors are selected through a nomination process developed by the Society - appointment is confirmed at the Annual General Meeting.
The Executive Directors are the Chief Executive, Public Affairs Director and the CII Director General.

Q: What does the PFS do to represent me?

A: The PFS represents the interests of the profession at the highest level. Our approach is to emphasise the professional standing of members and the need for quality financial advice to turn the tide of adverse comment.

Q: I am a member of PFS - does this mean that I am a member of the CII too?

A: As a member of the PFS you will be automatically given membership of the CII and the added benefits associated with this membership.

Q: What Events do the PFS run?

A: The PFS holds an extensive programme of events for its members, such as Regional Meetings, Technical Seminars, One Day Conferences, Study Groups and the Annual conference and Exhibition.
All events within the Regional Network are free of charge to members.

Q: What happens at a Regional Meeting?

A: Any member can attend any of the 96 Regional Meetings held each year - no matter where it is - invitations are sent out for the Regional Meeting in your own particular area. Regional Meetings are very popular and booking your place is essential. The Regional Programme includes such elements as:

• Business & Personal Development sessions
• Regulatory Updates and Related Business Impacts
• National Speakers
• Specialist Technical Sessions
• Society and Local Regional News
• Technical Workshops

Booking Hotline: 0845 166 8415.

Q: What is the Code of Conduct?

A: The Societies Code of Ethics and Conduct goes beyond the legal requirements of the Financial Services and Markets Act 2000. The PFS looks to its members to meet these standards which set down the principles that all members should follow in the course of their professional duties. All members of the society promise to abide by the jointly branded PFS/CII Code of Ethics & Conduct. This is available via the www.thepfs.org.

Exams

Q: Do I have to be a member of the CII to take exams?

A: No. But you could save money on CII products and as a member would also be able to take advantage of additional benefits. For full details go to http://www.cii.co.uk/membershipbenefits

Q: When will I receive confirmation about my exam entry?

A: Confirmation of your exam will be dispatched within 7 working days of your entry being processed. If you do not receive this please contact Customer Service on +44 (0) 20 8989 8464

Q: What is a candidate number?

A: This is a number allocated to each individual at each examination session (except on-line).

Q: Will compound interest tables be provided in the exam?

A: Compound interest tables are NOT provided in examinations (including J08). Candidates are expected to be able to perform compound interest calculations using the appropriate formulae and should prepare accordingly. A calculator capable of carrying out compound interest calculations can be used for this purpose.

Q: Can I use a calculator in the exam?

A: If you bring a calculator into the examination room, it must be a silent battery or solar-powered non-programmable calculator. The use of electronic equipment capable of being programmed to hold alphabetic or numerical data and/or formulae is prohibited. You may use a financial or scientific calculator, provided it meets these requirements.

It is important to show all the steps of your calculation in your answer. The examination is testing your ability to carry out all the appropriate steps in calculating a value. A proficient mathematician is someone who follows the correct method, i.e. carries out the appropriate steps. The majority of the marks will be allocated for demonstrating the correct method of calculation.

Q: I recently sat an examination and have lost my paperwork which includes my candidate number what do I do?

A: Call Customer Service before the release date of the results to obtain all the relevant information to ensure you are able to access them on the day they are released.

Q: Can my examination script be returned to me?

A: It is the policy of the CII that under no circumstances can examination answer books be returned to candidates. This decision is in line with the Data Protection Act 1998 and the policy of many professional examining bodies.

Q: Is the use of highlighter pens permitted?

A: Some candidates find it useful to highlight certain information in the examination question paper which is relevant to the questions they are being asked. The use of highlighter pens is permitted for that purpose, but, candidates must continue to write their actual answers in either blue or black ink in the answer books provided.

Q: Do I have to pass each section of an examination or achieve the overall pass standard?

A: Candidates must achieve the overall pass standard, rather than pass each section of an examination. However, candidates are strongly advised to study all syllabus areas in preparation for their examinations. This is because those candidates able to display knowledge and understanding across all syllabus areas invariably increase their chances of exam success.

Q: Will a formula sheet be issued for unit 510?

A: A formula sheet will be printed at the back of the examination paper for unit 510 Risk and insurance - this is the ONLY unit where this will be made available. Knowledge of relevant formulae is an integral part of many courses. If additional formulae are necessary they will be provided as part of the question.

Q: (For units utilising multiple choice questions) The specimen examination in the exam guide was not a true reflection of the difficulty of the exam?

A: Although the specimen examination in the guide is typical of an examination, it should be noted that it is not possible to test every single aspect of the syllabus in any one particular examination. The specimen examinations are compiled from the same question bank as the actual examinations, and are set to the same syllabus, using the same test specification. To prepare properly for the examination, candidates should make full use of the tuition options available and read as widely as possible to ensure that the whole syllabus has been covered. They should also endeavour to keep as up-to-date as possible with developments in the industry by reading the periodicals listed in the reading list, which is located on the syllabus and on the CII website at www.cii.co.uk.

Q: Can I obtain a previous multiple-choice exam?

A: There is a specimen examination within the exam guide which is produced in exactly the same way as the public examinations. The CII does not publish multiple-choice examination questions. The multiple-choice questions for each examination are randomly selected from a large question bank and questions may be re-used in future sittings.

Q: When are the Examination Guides issued? Pt - 1

A: For Diploma subjects, Advanced Diploma subjects and CF5, the Examination Guide is issued twice a year in line with the two sittings in April and October. The Guide on the April examination is available approximately three weeks prior to the next examination sitting in October. The Guide on the October examination is available approximately three weeks before the next examination sitting in April.

Q: When are the Examination Guides issued? Pt - 2

A: Multiple-choice examination guides comprise a complete specimen examination and answers, which also highlight the syllabus areas covered, and include useful hints on how to pass the exam. These are supplied as PDF files for you to print off as and when required for your own use. Multiple choice question examination guides consist of a specimen examination, answers and useful hints on how to prepare for the examination. Multiple choice question examination guides are updated annually to take into account syllabus and legislative changes. Candidates should be aware that the questions used in a multiple choice specimen examination will remain the same unless affected by a change in syllabus or legislation, in which case, the question will either be amended to accommodate the change, or replaced by an entirely new question.

Q: How do I book an online exam

A: For general insurance units, go to http://www.cii.co.uk/GIqualifications, , each qualification is under the left hand menu, select required qualification and then click on the unit for which you wish to book an exam For Financial insurance units, go to http://www.cii.co.uk/FSqualifications, each qualification is under the left hand menu, select required qualification and then click on the unit for which you wish to book an exam

Q: How do I book a paper based exam?

A: For general insurance units, go to http://www.cii.co.uk/GIqualifications, each qualification is under the left hand menu, select required qualification and then click on the unit for which you wish to book an exam For Financial insurance units, go to http://www.cii.co.uk/FSqualifications, each qualification is under the left hand menu, select required qualification and then click on the unit for which you wish to book an exam

Q: Why are paper based exams only held in April and October?

A: The CII endeavours to make examination delivery as flexible as possible. The CII has moved to online delivery of certificate level units, allowing candidates to sit examinations on a daily basis in centres around the UK. Certificate level units are objectively tested using multiple-choice questions which allow a degree of flexibility in their delivery that is not available for written examinations. For Diploma and Advanced Diploma, unfortunately, demand means that we are not in a position currently to offer examinations on a more frequent basis. Sitting dates are chosen very carefully according to demand. The dates chosen coincide with the patterns of the industry and avoid religious and public holidays. The examination timetable is published as far in advance of the sitting dates as possible in order to help candidates plan for their study and examination day. We are constantly reviewing our procedures

Q: What are the CII examination dates?

A: This information is available at http://www.cii.co.uk/importantdeadlines, for specific exam dates, these are available in the brochures.

Q: Why do I have to pay a late entry fee?

A: The late entry fee covers the extra cost involved in processing the late entry to an examination, bookings processed prior to the closing date all fall into the automatic system generated process, individual late entries need to be processed manually on a case by case basis. These are also standard within the industry.

Q: Why must I pay a fee for changing my examination?

A: A: The CII is a not for profit organisation and all profits are reinvested for the benefit of our members. The prices set for examination services are approved by the pricing committee. Reserving capacity and administration arrangements at exam centres must be made in advance and any changes made to a confirmed booking at the centre would require additional administration which is not without associated costs. If a significant number of candidates decided to transfer at short notice then this could mean changing capacity at some exam centres at an increased cost. Consequently the notice period and fee for arranging a change to a confirmed booking is necessary to enable us to plan effectively and to keep the associated costs as low as possible

Q: I recently sat an examination and have lost my paperwork which includes my candidate number. What do I do? (for non on-line examinations)

A: Call Customer Service before the release date of the results to ensure
you are able to access them on the day they are released.

Q: Is there a quota of passes to be awarded for CII examinations?

A: A pre-defined quota of passes to be awarded does not exist. If all candidates achieve a score of at least the pass mark, then all candidates will be awarded a pass grade.

Q: How do I get my exam results? (For non on-line exams)

A: Exam results will be posted to you. Exam results are also available to view online at 8am on the date on which the results are dispatched except for on-line examinations when the result is available immediately. This candidate-only secure service will require you to identify yourself before being granted access to your results. You will therefore require your permanent identity number (PIN), date of birth and candidate number as shown on your most recent exam admission permit.

Q: Are units J06 Investment principles, markets and environment/AF4 Investment planning direct replacements for unit G70 Investment portfolio management?

A: J06 nor AF4 are a direct replacement for G70 and are not included on the Financial Services Skills Council list of Appropriate Examinations in respect of the regulated activity of discretionary fund management . Candidates who already hold G70 may take J06 to top up their knowledge but will not receive any additional credits due to the extent of syllabus overlap.

Q: What can I not take into the examination room with me?

A: Candidates may not refer to books or notes of any kind during the examinations. Mobile telephones and other means of electronic communication are not allowed in any examination. Candidates may not bring papers, calculator case or lid, calculator instruction leaflets or rough paper to the examination room. Rough paper will be provided. Paper used for rough work should be handed in to the invigilator at the end of the examination. Candidates must not remove any paper from the examination room at any time.

Q: I recently sat an examination and don’t understand the feedback codes on the result notification?

A: For further information on your result and feedback please go to www.cii.co.uk/exampolicies.

Q: How can I tell if I may be entitled to claim accreditation of prior learning from CII examinations?

A: Before an application for accreditation can be considered, you are required to submit evidence of your qualification(s) in the form of an original certificate or a photocopy which has been certified as a true copy of the original by a Member of the Chartered Insurance Institute of Personal Finance Society or a local/affiliated Institute Official whose CII PIN should also be given (where applicable), or a public notary. The person certifying the information must include their CII PIN, or job title if they are a public notary. Please note that e-mailed or faxed evidence is not acceptable. Please do not send any payment at this time. If you are granted any prior learning you will be advised of the fee/s payable.

Q: How does the CII approach marking written examinations (subjectively tested)?

A: CII adheres to a positive marking policy to ensure that candidates are treated fairly. Full marks are given if a candidate has provided a complete answer according to the marking scheme. Full credit is also given for alternative answers that are equally valid but not given in the marking scheme. Marks are not withheld for bad spelling or untidy handwriting. If a candidate has attempted more than the required number of optional questions and has not indicated clearly which answers should be disregarded, all the answers are marked and the best marks are awarded. For questions involving numerical calculations, the bulk of the marks are awarded for the correct method being used; only a minority of the marks being awarded for the final answer. Quality assurance processes are in place to ensure that marking is accurate and consistent and that exam standards are maintained over time.

Q: How does the CII approach marking for online examinations (objectively tested)?

A: In objectively tested examinations, a standard format multiple choice question consists of a problem followed by four optional answers (labelled A, B, C and D) from which the candidate must choose the correct or best response. Each question contains only one correct response. One mark is awarded for each correct response identified. No mark is awarded if the candidate chooses an incorrect response, chooses more than one response or fails to choose any response. No marks are deducted for an incorrect response. Online marking is automated with the pass mark pre-set. Quality assurance processes with inbuilt checks are in place to ensure that marking is accurate and that exam standards are maintained over time.

Q: I am studying for the CII exams and would like to read something to update and expand upon what is in the coursebook, can you help me?

A: For most CII exams there is a list of recommended reading in the syllabus which you can find within the syllabus section for each qualification on the website. Most of the items listed can be borrowed by members from CII knowledge Services www.cii.co.uk/knowledge/lending and you may be able to purchase some at a special discount as a CII member www.cii.co.uk/knowledge/bookshop. You can also find much other information on your subject via CII Knowledge Services. The fact files at http://www.cii.co.uk/knowledge/factfiles are particularly useful for updating your knowledge on a particular subject.

Q: How do I apply for a CII national prize?

A: It is not necessary for candidates to apply for prizes. Following an annual review of the exam statistics over the previous April and October examination sessions, the winner of each prize is personally notified by the CII - this usually takes place in January each year.

Q: Can I find out how many credits I have from the website?

A:

You can request a Learning Statement, which details your credits, by visiting logging in on the following page and selecting your statement. www.cii.co.uk/learningstatement

Q: What are the entry requirements for CII units / qualifications?

A: There are no entry requirements to take any CII units but there are entry requirements to complete some CII qualifications, please see product brochures for more details.

Q: The exam included questions on topics which aren't covered in the CII coursebook?

A: CII examinations test the published syllabus, not the contents of any particular tuition material. While the tuition material will provide the vast majority of the information required for the examination, the CII recommends that candidates read as widely as possible to ensure that the whole syllabus has been covered and consult other reference materials to supplement their studies. Apart from the reading lists attached to syllabuses, we would suggest that students make full use of the tuition options available, consult colleagues and use the internet in their studies.

Q: Can you tell me why the answer to a question in the examination may not appear in the course book?

A: CII examinations test the published syllabuses, which are available on the website, and not the contents of any particular tuition material. The questions employed in examinations are all deemed central to the syllabus and of an appropriate level for candidates. In the case of essay or case study questions, candidates are expected to apply knowledge from across different areas of the syllabus, not simply regurgitate material from the text.

Q: (For units utilising multiple choice questions) The specimen examination in the exam guide was not a true reflection of the difficulty of the exam.

A: Although the specimen examination in the guide is typical of an examination, it should be noted that it is not possible to test every single aspect of the syllabus in any one particular examination. The specimen examinations are compiled from the same question bank as the actual examinations, and are set to the same syllabus, using the same test specification. To prepare properly for the examination, candidates should make full use of the tuition options available and read as widely as possible to ensure that the whole syllabus has been covered. They should also endeavour to keep as up-to-date as possible with developments in the industry by reading the periodicals listed in the reading list, which is located on the syllabus and on the CII website at www.cii.co.uk

Q: Can I calculate my score by averaging the percentage feedback I received for my multiple choice exam?

A: No, you cannot calculate your score by averaging the percentages given in your feedback. Learning outcomes are weighted according to a test specification. The Financial Services syllabus and test specification can be found at Financial Services Qualifications. The General Insurance syllabus and test specification can be found at General Insurance Qualifications. The feedback shows, for each learning outcome (or group of learning outcomes), the percentage of questions you answered correctly. For further information on your result and feedback please go to www.cii.co.uk/exampolicies.

Q: How are the pass rates calculated?

A: For each unit, the number of candidates who achieved a pass grade or above during the year is divided by the number who sat during the year and this number is expressed as a percentage.

Q: What is included in the pass rate calculation?

A: The pass rates include all sittings for a unit for the year and include (where applicable), UK sittings, international sittings, in-company sittings and passes by continuous assessment.

Q: Does the CII provide separate rates for those achieving distinctions?

A: No, this is not currently part of the service we offer.

Q: Does the CII provide pass rates per examination session?

A: No, this is not currently part of the service we offer.

Q: When are the pass rates updated on the website?

A: Pass rates are uploaded annually, in early February. The new pass rates replace the oldest set, so that pass rates from the last two years are always shown.

Q: Why are the pass rates only available annually at the end of each year?

A: In order to provide the most accurate picture of pass rates and avoid the skewing of data by single events or short term trends, pass rates are produced annually at the end of each year.

Q: Why are only papers from the last two or three sessions available? 

A: For non-multiple choice examinations, all examination papers and test specifications are made available after each public examination sitting and remain until they are replaced after a further two (or in the case of CF5, three) sittings.  This allows candidates who have taken an exam to match the feedback they receive to questions in the paper and to match those questions to the syllabus.  This, in turn, allows candidates to focus their studies for future examinations.  In addition, new candidates can gain a free example of the exam format and recent exam questions.

Q: Why are only papers from the last two or three sessions available?

A: The examination guides from the two most recent sittings are available to purchase on the website. Examination guides include examiners comments and key points for inclusion in your answers. The content of the latest Examination guide is also included FREE within the Revision Mate online study tool, provided with a study text purchase. In addition older versions of Examination guides are available for free to members on the Knowledge Services website.

Q: Why does CF5 have three papers available while other units have two?

A: CF5 has more frequent sittings than other units.

Q: What is the test specification?

A: The test specification details the areas of the syllabus that are tested by each question in the examination. 

Q: Why do some units have only one paper up while others have 2 or 3?

A: Papers have been uploaded from April 2009 and will remain in accordance with the archive policy. 

Q: Why do only some of the papers have matching test specifications?

A: The test specifications are being phased in, starting with the Diploma in Financial Planning units from the July 2009 sitting. From the October 2009 session all the papers, for all units other than Advanced Diploma in Financial Planning units, will be uploaded with a corresponding test specification.

Study Materials

Q: Do I need to enter the exams at the same time as the study material?

A: No. Study materials and exams can be bought at seperate times. When ordering online or using an application form you may choose to purchase study materials without entering for an exam and vice versa.

Q: How often are coursebooks updated?

A: This will vary according to the content of the unit. Please view the website at http://www.cii.co.uk/updates and then select the relevant qualification.

Q: I am studying for the CII exams and would like to read something to update and expand upon what is in the coursebook, can you help me?

A: For most CII exams there is a list of recommended reading in the syllabus which you can find within the syllabus section for each qualification on the website. Most of the items listed can be borrowed or purchased via CII Knowledge Services. You can also find much other information on your subject via CII Knowledge Services. The fact files at http://www.cii.co.uk/knowledge/factfiles/ are particularly useful for updating your knowledge on a particular subject.

Q: Can I obtain a multiple-choice paper from a previous exam?

A: There is a specimen paper within the exam guide which is produced in exactly the same way as the public papers. The CII does not publish previous multiple-choice examination papers. The multiple-choice questions for each examination paper are randomly selected from a large question bank and questions may be re-used in future sittings. To publish past papers would mean disclosing our question bank.

Q: Can you tell me why the answer to a question in the examination paper may not appear in the course book?

A: CII examinations test the published syllabuses, which are available within the pages of each qualification, and not the contents of any particular tuition material. For example, it would be unfair to test the contents of the CII course book, as not all candidates choose this particular study option. The questions employed in examination papers are all deemed central to the syllabus and of an appropriate level for candidates. In the case of essay or case study questions, candidates are expected to apply knowledge from across different areas of the syllabus, not simply regurgitate material from the text.

Q: When are the Examination Guides issued?

A: For Diploma and Advanced Diploma subjects, the Examination Guide is issued twice a year in line with the two sittings in April and October. The Guide on the April examination is available approximately three weeks prior to the next examination sitting in October. The Guide on the October examination is available approximately three weeks prior to the next examination sitting in April.

Multiple choice question exam guides are updated to take into account syllabus and legislative changes. All multiple choice question exam guides are updated annually. Candidates should be aware that the questions used in a multiple choice specimen paper will remain the same unless affected by a change in syllabus or legislation, in which case, the question will either be amended to accommodate the change, or replaced by an entirely new question.

Q: How long does delivery of study material take?

A: From the time your order has been accepted by us, coursebooks sent within the UK are dispatched on a 24 hour service to company addresses and 48 hour service to private addresses. These are delivered by courier and both need to be signed for upon delivery (we do not deliver to PO boxes). Revision aids (key facts booklets, exam guides, computer based training, audio CD's) sent within the UK are sent by post and take a maximum of 5 working days for delivery. If revision aids are ordered with coursebooks, then they are sent on the 24 hour service and need to be signed for upon delivery. Coursebooks and revision aids sent overseas take a maximum of 14-21 days for delivery.

Q: How will I know that you have received my order?

A: If you place your order via the website you will receive an automatic acknowledgement of your order. If you submit your order by post/facsimile you will be sent an acknowledgement of your order within XX working days and if you have ordered study material this will be sent at the same time. If an item is not in stock your acknowledgement will show when it is expected. If there is a problem with your order, you will be contacted with XX working days by telephone or e-mail where possible, so please ensure you have provided us with these details.

Q: Why do you not produce coursebooks for the Advanced Diploma in Financial Planning units (AF1-AF5)?

A: The AF1-AF4 examination syllabuses test assumed knowledge and application skills gained from study of the Diploma in Financial Planning units (J01-J07). The Advanced Diploma is therefore assessing the planning skills of candidates rather than knowledge per se. To assist candidates to prepare for the examinations we have produced a case study workbook for units AF1–AF4. A case study workbook is not offered for unit AF5 Financial planning process as this draws together and tests your knowledge gained through study of the other units. You will, however, receive a ‘fact find’ 2 weeks before the exam which you will use to draw up a financial plan in the exam.

Continuous Assessment

Q: What is continuous assessment?

A: This includes the provision of a coursebook designed to support study towards a thorough understanding of the exam syllabus, together with the facility to complete assignments and a compulsory exam standard assignment all of which are marked by an expert tutor. The coursebook breaks down the syllabus into concise sections, with each chapter containing clearly defined learning objectives and a series of self-test questions. It also includes a detailed exam syllabus outlining the subjects areas that may be tested in the examination and also includes updates for 12 months after enrolment.

Q: When have I got to have my assessments in by?

A: You can find the last dates that continuous assessment assignments need to be submitted by on the important deadlines page at http://www.cii.co.uk/cii/about/deadlines.aspx.

Face-To-Face Training

Q: How do I book a course?

A:

For General Insurance click http://www.cii.co.uk/generalinsurance/trainingandlearning/howtobook.aspx to find out full details.

For Financial Service click http://www.cii.co.uk/financialservices/trainingandlearning/howtobook.aspx to find out full details.

Q: What are the addresses of the training centres?

A: This information will be provided with your joining instructions which are dispatched three weeks prior to the start of the course.

Q: What time do CII training courses start and finish?

A: Whole day courses start at 9.30am and finish at around 4.45pm. ½ day morning courses start at 9.30am and end at 12.30pm (lunch is not included); ½ day afternoon courses start at 1.30pm and finish at 4.30pm. Please arrive 15 minutes before the course to allow for registration.

Q: What do I need to bring with me to a CII training course?

A: Delegates will need to bring a pen, calculator and their coursebook. If you are attending a course with an examination on the last day, you must bring with you a form of ID - for example a current passport, driving licence or a company ID which must contain both your signature and photograph.

Q: What is the dress code for CII training courses?

A: We ask that delegates wear smart casual clothing to a training course.

Q: Do I need to have studied the coursebook before I attend an intensive training courses?

A: It is recommended that you read through the coursebook at least once before you attend the course.

Q: Do I need to have studied the coursebook before attending a revision course?

A: It is essential that you have studied the coursebook before attending a revision day.

Q: What is the difference between the 510 Stats and the 510 Non Stats revision courses?

A: The 510 stats covers just the statistics section of the 510 course book; the 510 non stats covers the rest of the course book.

Q: Is accommodation included within the training course price?

A: No - the price includes all handout material, refreshments and lunch (other than half-day programmes). Coursebooks need to be purchased separately.

Q: Are lunch/tea/coffee/refreshments provided?

A: Yes, however lunch is not provided on half day sessions.

Q: I need information regarding revision days, revision workshops, intensive training courses?

A: Please visit our website at http://www.cii.co.uk/generalinsurance/trainingandlearning.aspx or contact Customer Service on +44 (0) 20 8989 8464

e-LEARNING

Q: What does ed. include?

A: ed. is split into two main product areas, ed.LEARN and ed.ASSESS. ed.LEARN provides users studying for a specific exam subject with an on-line interactive e-learning course for revision purposes. Each e-learning course contains a tutorial and revision test.

ed.ASSESS is a comprehensive range of training and assessment tools to keep you up to date with regulatory, legislative and market changes to demonstrate compliance with regulator's T & C rules. There are four versions of ASSESS available:

• insurance,ASSESS
• financial ASSESS
• mortgage ASSESS
• broker ASSESS

The main components of the ASSESS products are interactive ‘essentials’ tutorials, technical key facts, and a comprehensive knowledge assessment system.

Q: How do I enrol on ed.?

A: The enrolment procedure for ed.LEARN is explained here: http://www.cii.co.uk/pages/about/elearningsupport.aspx

Enrolment lasts for a twelve month period.

For access to ed.ASSESS and/or for bulk purchases of ed.LEARN, please call our corporate team on 0208 530 0815.

Q: What is the cost?

A: The costs vary by course on ed.LEARN and by product on ASSESS. For the current ed.LEARN prices please refer to http://www.cii.co.uk/pages/about/elearningsupport.aspx.

Q: How can I purchase ed. for my company?

A: Please call our corporate team on 020 8530 0815, unless for broker.ASSESS where all enquiries should be forwarded to BIBA: (Kirsty Wingrove - wingrovek@biba.org.uk 020 7397 0224).

Q: I've forgotten my password, what do I do?

A: There is a facility on the site for you to have your password details sent to you. This is on the site home page and you will be required to enter either your username or e-mail address. If you do not have these or are still experiencing problems you should go to the contact.ed link from the site home page http://www.ed.cii.co.uk/global/forgotPassword.asp.

Q: Does e-learning replace the study text?

A: No. The study text is still the main source of learning which provides the required for the examinations so should be the minimum that you use for studying. The e-learning courses are classed as an additional study aid, in the same respect as key fact cards. They cover the key points of the syllabus and present them in an interactive, motivational environment.

Q: What is the difference between ed.LEARN and a CD rom?

A: E-learning CD roms contain the same interactive tutorials that can be found on ed.LEARN, the only difference being that this is delivered on a CD.

Obviously the CD delivery has limitations: progress is not tracked and recorded, it does not include access to the online L&D log or any of the other ed. Features and is not updated after purchase.

Also the features of the revision assessment will vary. The online, ed., feedback given on completion is more substantial and detailed.

Q: How long will an ed.LEARN enrolment last for?

A: It will be valid for 12 months from the date of enrolment.

Learning Statement

Q: What is a learning statement?

A: A CII personalised learning statement provides a record of the exams and resultant credits you hold which can be used towards completing CII qualifications. This includes both CII exams and exams obtained through other awarding bodies (such as other professional bodies, universities etc.) that you have told us about. Importantly, it also sets out in simple terms the requirements necessary to complete a qualification you are or may be considering working towards. View a sample Learning Statement.

Q: What different types of learning statement can I request?

A: There are three types of learning statement available:

Financial Services; this statement explains the requirements necessary to complete a CII financial services qualification, you can choose a particular qualification you are working towards. It will also tell you the total financial services credits you hold as well as any CII qualifications you have completed.

General Insurance; this statement explains the requirements necessary to complete a CII general insurance qualification - you can choose a particular qualification you are working towards. It will also tell you the total general insurance credits you hold, those financial services credits you hold that can count towards a general insurance qualification, as well as any CII qualifications you have completed.

Overview; this statement summarises both credits held and all CII qualifications gained but will not explain the requirements necessary to complete a CII qualification.

Q: Can anyone request a learning statement?

A: Both members and non-members of the CII/PFS can request a learning statement. Given that a learning statement is used as a reference to the credits and qualifications held with the CII, benefit would only be found in requesting one if some level of credits was held either through completing CII qualifications or through accreditation of prior learning. 

Q: How do I request a learning statement online?

A: Go to www.cii.co.uk/learningstatement and follow the instructions.

Q: During what times will my statement be delivered?

A: Your learning statement will be delivered to your registered email address during business hours only: Mon-Fri, 8.00am-5.00pm (excluding public holidays). Requests made outside of business hours will be processed at the beginning of the next business day.

Q: How soon and where is my learning statement emailed?

A: Your statement will be emailed to your registered email account within 30 minutes of your request.

Q: What if I request a learning statement online and it does not arrive?

A: If your registered email address is your work address, it could be your organisation’s SPAM filters are not allowing the email to appear. Please speak to your relevant IT contact.

Q: How do I view or change the email address my statement will be delivered to?

A: You can view and amend your registered email address by following this link

Q: My learning statement has arrived and I cannot open the document. Why is this?

A: Our learning statement is in PDF format and therefore requires your computer to have the Adobe Reader program. You can download and install the program for free at www.adobe.com

Q: What if I receive my learning statement and it is blank?

A: It could be because you hold insufficient qualification data. If this is not the case, please email learningstatement@cii.co.uk or call +44 (0)20 8989 8464.

Q: What if I have difficulties interpreting the information on my statement?

A: Guidance notes are given on the reverse side of your personalised learning statement. These will help you correctly interpret the information given on the front of your statement, these notes are especially helpful when planning further study. If you require further guidance on interpreting the information on your statement please contact Customer Service. Email Customer Service or call +44 (0)20 8989 8464.

Recognition of Prior Learning

Q: Where do I find out more about recognition of prior learning?

A: Please see the recognition of prior learning page.

Payment Methods

Q: What credit cards do you accept?

A: We accept Visa, Mastercard, Delta, Switch/Maestro and Solo. We do not accept American Express or Electron

Q: I live outside the UK, how can I make payment?

A: Payment from countries outside the UK must be made by banker’s draft payable in Sterling to the CII drawn on a UK bank or by credit/debit card (Visa, Mastercard, Delta, Switch/Maestro and Solo)

Q: How will payment that I make via the website be displayed on my bank statement?

A: This will be displayed as ‘CII PFS WEB SALES’

Q: Can I pay my membership fee monthly?

A: Yes by Direct Debit - please call us on +44 (0) 20 8989 8464 or complete a direct debit form which you can download by clicking on the link below:

Direct Debit form.

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