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CII FAQs (Frequently Asked Questions)

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

General/Customer Service

How do I join CII?

Visit Levels of Membership to find out how to join the CII.

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

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

I can't log in to the website - why?

You can log in to the CII website using a combination of either your registered email address or PIN (Personal Identification Number) and your password, which you would have set during the online registration process. However if you joined, or transacted with us offline or via paper application, you may have never logged into the website. An updated security password service was introduced in November 2006, so to log on please check which category is relevant to you:

New User: Have no PIN and have not created an online user account since November 2006. We recommend trying the 'No Password' and or 'Forgotten Password' options first to check that you do not already have an account with us.

No Password: Have PIN but haven't created a password since November 2006. Provided you have not already created a password, this option allows you to login using your PIN, Surname, DOB.

Forgotten Password: Have PIN and have created a password since November 2006. This will send an email to your registered email address with instruction on how to reset your password online.

Once you have successfully logged into the site, please check your personal details within your 'MyCII' to ensure we have the correct information against your account.

Where are the application forms?

For insurance and financial services qualifications please visit our website at the following link: CII qualifications,  each qualification is listed under its relevant category menu, select the required qualification; application forms are then available on each qualification page under the 'This qualification in detail' section. Alternatively contact Customer Service on +44 (0) 20 8989 8464.

Where can I download brochures?

For insurance and financial services qualifications please visit our website at the following link: CII qualifications, each qualification is listed under its relevant category menu, select the required qualification; information for candidates' brochures are then available on each qualification page under the 'This qualification in detail' section. Alternatively contact Customer Service on +44 (0) 20 8989 8464.

What credit cards do you take?

We accept Visa, Mastercard, Visa Debit (Delta), Switch/Maestro and Solo. We do not accept American Express or Electron.

What is a PIN?

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.

Why can't I change my name online?

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

I have moved. What do I need to do?

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

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

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.

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

For insurance and financial services qualifications please visit our website at the following link: CII qualifications, each qualification is listed under its relevant category menu, select the required qualification to view supporting information regarding fees, study materials etc. Alternatively contact Customer Service on +44 (0) 20 8989 8464.

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

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.

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?

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. You can also find much other information on your subject via CII Knowledge Services. CII fact files are particularly useful for updating your knowledge on a particular subject.

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

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.

When will I receive confirmation about my exam entry?

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.

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

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.

What is the last date to change or enter exams?

This information is available at www.cii.co.uk/importantdeadlines.

What is the closing date for entry into exams?

This information is available at www.cii.co.uk/importantdeadlines.

How do I book an online exam?

If you already know the exam unit you wish to sit, you can use the CII site search to find the quick link to that unit shop page. For example, 'CF1' search will return a direct link to the CF1 unit shop page. The exam booking function is visible at the bottom of these pages.

Once in the booking function screen, you can search for available exam venue and times, starting with the region you wish to sit the examination. UK online exams will allow for a postcode search to find the nearest available centres. International will offer a dropdownlist of available international centres. Once you have selected the exam centre and corresponding available date, then click the 'book now' button to add this to your basket. You can either proceed to the checkout or continue shopping.

To find out more about insurance and financial services qualifications please visit our website at the following link: CII qualifications, each qualification is listed under its relevant category menu, select the required qualification; links to available units for each qualification are displayed on this page. Alternatively contact Customer Service on +44 (0) 20 8989 8464.

How do I book a paper based exam?

If you already know the exam unit you wish to sit, you can use the CII site search to find the quick link to that unit shop page. For example, 'J01' search will return a direct link to the J01 unit shop page. The exam booking function is visible at the bottom of these pages.

Once in the booking function screen, you can search for available exam venue and times, starting with the region you wish to sit the examination. UK and international paper-based exams will offer a dropdownlist of available centres and dates. Once you have selected the exam centre and corresponding available date, then click the 'book now' button to add this to your basket. You can either proceed to the checkout or continue shopping.

To find out more about insurance and financial services qualifications please visit our website at the following link: CII qualifications, each qualification is listed under its relevant category menu, select the required qualification; links to available units for each qualification are displayed on this page. Alternatively contact Customer Service on +44 (0) 20 8989 8464.

What are the CII examination dates?

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

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

For online examinations provisional results are available immediately at your test centre, 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 www.cii.co.uk/importantdeadlines.

You can access your exam result online at www.cii.co.uk/examresults. Results will be visible from 8am on the published date of release - see www.cii.co.uk/importantdeadlines.

Why have postage costs been increased?

In consideration of further Royal Mail price increases this year, the CII has been forced to increase its UK, Channel Isles, Isle of Man, Republic of Ireland, Malta and Gibraltar postage and packaging fees from £5 to £7 per order with immediate effect.

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

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.

I have a condition that makes taking exams difficult – can you help me?

Yes - the CII is committed to allowing our candidates to maximise their potential to the best of their ability and ensure there are no unfair barriers.

If your condition is permanent, for example dyslexia or a visual impairment, you would usually already be getting support from your place of work and we would do what we could to replicate that support.

If your condition is temporary, such as a broken leg or post operative issues, there is also help available.

In any case you would need to provide written evidence from an appropriately qualified professional to confirm your condition and how it would affect your performance during an exam, along with recommend solutions such as extra time, large font question papers and anything else to make sure you have an equal chance of passing your exam.

For more information please see our website http://www.cii.co.uk/qualifications/assessment-information/exam-policies/ or call us to discuss your requirements in more detail.

Whilst we will endeavour to meet the requirements of any request received, it would be helpful if you could contact customer.serv@cii.co.uk as soon as you are able to ensure that we have sufficient time, before the exam, to make the required arrangements. The CII will look into any late requests and do our best to accommodate them however, it may not always be possible meet the requirements.

I have special access requirements for my examination which do not relate to a disability – can you help me?

Yes - the CII is committed to allowing our candidates to maximise their potential to the best of their ability and ensure there are no unfair barriers.

If you have special access requirements which do not relate to a disability, it is helpful if you could advise the CII as soon as you are able so they have sufficient time to make arrangements.  The CII will look into any late requests and do our best to accommodate them however, it may not always be possible meet the requirements.

Examples of access arrangements which do not relate to disability include:

• Requiring a female invigilator to be present so that  a candidate who wears a veil can be identified prior to taking the exam
• Requiring time and a quiet space to pray during an exam.  An extra invigilator may be required to fulfil such a request so that the candidate is accompanied at all times whilst the exam is taking place.
• Requiring time and a private space to breast feed during an examination. An extra invigilator may be required to fulfil such a request so that the candidate is accompanied at all times whilst the exam is taking place

Please note that the examples set out above are not exhaustive and other requests may be considered. Please contact customer.serv@cii.co.uk for further information.